How the practice works
Discovery combines the written process with observation of how requests actually move. It records workarounds and informal handoffs without treating their existence as evidence of personal failure. Often they explain how the service continues despite its formal design.
- 01Written process
- 02Observed work
- 03Hidden dependency
- 04Revised map
A working example
A request apparently travels through three steps. In practice, a coordinator performs two checks and contacts a regional expert before the second step can begin. The map includes that work so that a redesign does not accidentally remove the service's memory.
