Walk the path of a request from intake to completion, writing every click, wait, and approval. Include exceptions and where people improvise. This exposes duplicated effort and missing data that automation can standardize. Share the map with teammates and invite comments, because forgotten steps sabotage even brilliant designs.
Limit your stack to a calm, dependable nucleus: one automation orchestrator, one knowledge hub, one data store, and essential communications. Fewer surfaces reduce breakage and training time. Evaluate integrations, latency, vendor viability, and support. Favor tools your team already understands, then layer capabilities gradually without overwhelming anyone.
Emit one concise event whenever work arrives or changes state, then let downstream automations subscribe. This prevents tangled nests of if-then chains. Use correlation IDs to follow a request through systems. When vendors rate-limit, buffer events in small batches to preserve ordering and avoid dropped updates.
Certain decisions need human judgment, but they should be short, guided, and auditable. Build approval steps that collect structured inputs, deadlines, and fallbacks. Notify assignees in the channel they already watch. Capture reasons for later learning, and auto-escalate when silence risks deadlines or customer experience.
Expect interruptions. Design retries with exponential backoff, dead-letter queues for unresolvable items, and alerts that explain what broke and how to fix it. Keep runs idempotent to avoid duplicates. Create dashboards with throughput, failure rates, and aging, so anyone can spot trouble early.