People → information → action
Map what the next person needs.
A short worksheet for turning a frustrating handover into a project conversation.
The starting action
What did the customer or colleague just do? Name the page, message or record.
The information that matters
Which reference, detail or decision must travel with it? Use invented examples if the real data is private.
The receiving owner
Who can act, and what do they need to understand before they do?
The result and correction
What tells the person the action worked? What happens if a detail is wrong or the result is uncertain?
An illustrative payment handover
A merchant has an order and a customer asking whether an attempted payment succeeded. A useful tool preserves the order reference and the provider's actual result, then shows staff the action permitted. A screenshot alone does not establish the transaction outcome. This example is a planning exercise, not a claim about an implemented client system.
Bring the constraints
Note existing systems, actual provider accounts, required languages and the people who approve content and operations. The first scope can focus on one complete journey.