Get Rid of That Silly Form!

Forms don't fix processes.

It seems as though every time someone gets a promotion, the first thing they do is create a form you have to fill out in order to talk to them.  They say this helps them organize the work, but it sure feels like they're trying to stop work from getting to them in the first place.

Say I want a new widget - I'll have to fill out the New Widget form.  Of course, I need to provide some technical details that I don't know off the top of my head, but that the New Widget Department does.  The dates and details have to be consistent or the form will get rejected. I can't predict the dates, because I don't know how long this opaque "process" takes.  Why can't I just tell the widget people what I want, and have them fill in the blanks, based on their experience, and follow up with me to fill in any gaps.

This isn't a process - it's a speed bump, a barrier to slow down the flow of inbound work.  High-performing organizations make it easy for you to get work done - call them, tweet them, visit the website.  They tell you when the work will be done, and you trust that date, because you trust the organization and keeping their promises is a core value.

I think a lot of people try to use paperwork to try and manage their process.  With apps and web pages, anyone can create an imposing-looking form.  Putting another step in your process won't fix it - it actually complicates it - it adds friction and gives you a bunch of data that probably doesn't have much value.

Before you design a new form, try breaking your current process down into the smallest components.  What does it feel like as a customer?

Next, ask yourself what it would look like if you were to start all over again.  What is the minimum information you need to do the work successfully?  What steps can you streamline or eliminate altogether?    How can you make the hard parts easier? Where do the most mistakes happen?

Now that you have done some analysis, fix your process.  And get rid of that silly form!