Processes have evolved over time
Small changes have gradually introduced unnecessary complexity and inefficiency.
Process Review
Independent review of your existing processes to identify operational friction, remove unnecessary complexity and improve the way work flows across teams, systems and services.
Fixed Price
£3,995 + VATor PAYG
Designed for
- One process or operational workflow
- People, systems and handoffs
- Existing process knowledge
- Operational evidence and documentation
- Two-week engagement
Need something different? Larger or more complex projects are usually better suited to a bespoke engagement.
How do I know if my project is the right fit? ↓What a process review actually is
Every workaround is evidence the process isn’t working.
A Process Review helps you understand how work actually happens across your organisation, not how it’s documented.
By examining the people, systems and handoffs involved in delivering a service, the engagement identifies operational friction, unnecessary complexity and opportunities to simplify the way work flows.
You’ll leave with a clearer understanding of where effort is being wasted and which improvements will create the greatest operational value.
Common problems
People have created workarounds
Manual fixes often indicate that the underlying process is no longer working effectively.
Every team works differently
Inconsistent ways of working create duplication, delays and unnecessary effort.
You’re planning operational change
Understand how work happens today before changing processes, systems or responsibilities.
Why work with me
The best processes are almost invisible.
When people need spreadsheets, sticky notes or memory to keep work moving, the process is usually compensating for a deeper problem.
I combine service design, operational thinking and user-centred design to understand how work really flows, identify unnecessary complexity and recommend improvements that simplify the way services are delivered.
You’ll leave with practical recommendations that improve operational efficiency without increasing organisational complexity.
Is this right for you?
- 01
Processes feel harder than they should
Understand where unnecessary complexity is slowing work down.
- 02
People rely on workarounds
Identify why manual fixes, duplicated effort or unofficial steps have become necessary.
- 03
Different teams work in different ways
Create more consistent processes across the organisation.
- 04
You’re planning operational change
Review the current process before investing in new tools, systems or ways of working.
What you’ll receive
Kick-off session
Understand the process, teams, systems and operational challenges involved.
Current-state process review
Independent assessment of how work currently flows across people, systems and teams.
Process observations
Review of operational workflows, process bottlenecks and opportunities for improvement.
Prioritised recommendations
Clear improvements ranked by operational value, effort and likely impact.
Playback session
Collaborative discussion of findings and recommended next steps.
Written summary
A concise document supporting future operational improvement.
What’s not included
- Full process redesign
- Organisational restructuring
- System implementation
- Training programme design
- Delivery support
Example deliverables
01
Process Review report
Independent assessment of the current process and where operational friction exists.
02
Operational process observations
Summary of bottlenecks, workarounds, duplication and unnecessary complexity.
03
Prioritised recommendations
Practical improvements explaining what should change first.
04
Prioritised action plan
Next steps ready for planning and operational improvement.
Typical timeline
Week 1
Kick-off and process review
Kick-off, evidence review and assessment of how work currently flows.
Week 2
Findings and recommendations
Findings, playback and prioritised recommendations.
Frequently Asked Questions
What kinds of processes is this designed for?
Every Process Review focuses on one operational process, workflow or service delivery area. Typical examples include: • An internal approval process. • A customer support workflow. • A case management process. • A handoff between teams or departments. • A service delivery process involving multiple systems. Larger or more complex projects are usually better suited to a bespoke engagement.
What’s the difference between a Process Review and a Service Blueprint?
A Process Review focuses on how work flows through an organisation, identifying inefficiencies, bottlenecks and unnecessary complexity. A Service Blueprint builds on that understanding by connecting operational activity to the customer experience, showing how people, processes and systems combine to deliver a service.
Do you need existing process documentation?
No, but it helps. Existing process maps, documentation, data or operational evidence can provide useful context. Where documentation is limited, the review can use stakeholder knowledge and working sessions to understand how the process operates today.
What happens after the Process Review?
You’ll receive prioritised recommendations explaining where operational friction exists, which improvements should happen first and how your organisation can simplify the way work flows.
Where are you based?
I’m based in Manchester, UK and work with organisations across the UK, Europe and internationally. Most projects are delivered remotely, although I’m happy to travel for workshops, stakeholder sessions and key project milestones where required.
Do you work remotely?
Yes. Most projects are delivered remotely using Microsoft Teams, Google Meet or Zoom. Working remotely allows me to support organisations across the UK and internationally while remaining flexible and cost-effective.
Will I work directly with you?
Yes. Every project is delivered by me. If additional specialist support is ever needed, I’ll discuss it with you first, but you’ll always work directly with me throughout the project.
Can you work alongside our existing team?
Absolutely. Many clients already have designers, researchers, developers or product managers in place. I can provide additional capacity, independent advice or senior support without disrupting the way your team already works.
Do you only work with large organisations?
No. I’ve worked with startups, SMEs, agencies, charities, public sector organisations and global enterprises. Every engagement is tailored to the size, complexity and goals of the organisation.
What if my project doesn’t fit one of your fixed engagements?
The fixed engagements are designed around the most common types of engagement. If your project requires something different, I’ll create a bespoke proposal based on your goals, timescales and scope.
How quickly can you start?
Availability varies throughout the year, but many fixed engagements can begin within one to two weeks. If you have an urgent requirement, let me know and I’ll always do my best to accommodate it.
Do you sign NDAs and work with confidential information?
Yes. Much of my work has involved commercially sensitive products, government services and confidential research. I’m happy to sign NDAs and regularly work with organisations where confidentiality is essential.
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Previous feedback
I had a fantastic experience working with Andy. One of his most impressive achievements during our time at NHS HEE was masterminding a deeply complex information architecture for a new platform that brought together a large number of legacy websites.
Will Parkhouse
Senior Content Designer
If you want to simplify the way work flows across your organisation before investing in operational improvement, let’s discuss whether a Process Review is the right place to start.