Observe the work
Ask someone to walk through a recent example, including the exceptions. Keep a short record of what actually happened.
Map the flow
Show how information, responsibility and decisions move between people and systems. Mark the start and the intended finish.
Find the friction
Locate waiting, repeated work and steps that depend on someone remembering. Choose the friction you want to understand first.
Redesign the handoff
Clarify what must be ready for the next person, who owns the outcome and how an exception should be handled.
Add automation carefully
Choose the repeatable work that technology can support. Keep judgement, review and responsibility explicit.
Leave with something concrete
A useful first discussion can end with one workflow map, one friction point and one change to test. Expand the work as you learn more about the situation.