The Hidden Power of Understanding Workflows in Your Organisation
June 16, 2025
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By
Stephanie
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X
min read
Start with the Truth
The introduction of new software or systems often promises transformation: faster workflows, better collaboration, improved performance. But let’s be honest — most of these implementations underdeliver. Not because the tools are bad, but because we don’t truly understand the workflows they’re supposed to improve.
"Understanding people’s habits is absolutely critical. If you can see the habits, you see the real workflows. And it’s those habitual workflows that will make the biggest difference to your organisation. Because they’re a mirror to reality."
In other words, if you want change to stick - you need to understand how your people actually work, not just how you wish they worked.
The Hidden Cost of Not Looking Closely
Professionals take an average of 18 minutes to locate a document manually (20% to 40% of their time), and they spend up to 50% of their time searching for information. M-Files
That’s a staggering amount of time — not lost to strategy, not to execution, but to searching. It's not inefficiency by design — it's inefficiency by default. And it lives in the invisible gaps between systems.
These gaps can’t be patched with another platform. They can only be fixed when we make workflows visible.
Why Workflow Analysis Should Be Your First Step
Workflow analysis is not a process exercise. It’s an act of organisational truth-telling. It reveals what people actually do, not what the manual says they should.
1. Identifying Redundancies and Inefficiencies
Most workflows grow organically. Someone adds a spreadsheet. Someone duplicates a report. Someone creates a workaround. Over time, the process becomes bloated. Workflow analysis shows you what to strip back.
2. Revealing Hidden Activities
People are smart. They find ways around broken processes. But these workarounds become the silent backbone of the organisation — fragile, undocumented, and often reliant on a single individual. Identifying them is essential for resilience.
3. Improving Resource Allocation
Leaders want teams focused on what matters. Workflow analysis reveals where time is being drained, and allows reallocation to high-value work.
4. Enhancing Communication and Collaboration
When workflows are murky, roles blur. Misunderstandings increase. Tension rises. Clear workflows create shared understanding — and the foundations of a more confident, collaborative culture.
Don’t Buy Tech Without Doing This First
New platforms promise progress. But without workflow clarity, they introduce risk.
Misalignment with Actual Needs
If you don’t understand current pain points, you’ll fix the wrong problems. This leads to underused systems and frustrated teams.
Resistance to Change
When technology disrupts functional habits without clear benefit, people push back. Clarity in workflows gives change legitimacy — and traction.
Integration Issues
Technology should support your operations, not force reinvention. Workflow analysis ensures compatibility from day one.
Hidden Costs
Unaccounted steps and shadow processes create friction. They lead to longer rollouts, retraining, and patchwork fixes.
Compliance and Security Risks
Poorly mapped workflows often leave gaps in accountability and data handling. Clear visibility helps close those risks — before new tech widens them.
Optimising workflows can lead to a 41% reduction in time spent on manual processes, which directly contributes to higher job satisfaction and lower turnover rates among employees. — Smartsheet
Want Your Digital Transformation to Work? Involve Your Team
Digital change isn’t a system upgrade. It’s a shift in how people work. That makes engagement non-negotiable.
Valuable Insights
No one understands the daily frictions like the people experiencing them. Skip their input, and you skip the truth.
Ownership and Buy-In
Involvement creates investment. When people are part of shaping the change, they’re more likely to support and sustain it.
Building Confidence in Transformation
Being heard creates psychological safety. People trust the process more when they see it includes their reality.
Enhancing Morale
Inviting employees to co-own the solution — not just endure it — fosters a culture of improvement, not just survival.
Research shows that up to 60% of employees' time is spent on routine, repetitive tasks that could be automated or streamlined. — ClickUp
The Practical Approach: How to Do Workflow Analysis Well
1. Map the Real Picture
Document how work actually happens. Observe. Interview. Don’t rely on assumptions or policy docs.
2. Identify the Friction
Look for duplication, delay, dependency and confusion. Focus on real pain, not just visible steps.
3. Talk to the People Doing the Work
They’ll tell you what’s broken and what’s working. Often, it’s not what you expect.
4. Prioritise Impact
You can’t fix everything. Focus on what frees the most time, reduces the most risk, or improves quality.
5. Pilot and Iterate
Trial improved workflows with a small group. Refine. Make it work in the real world before scaling.
6. Match Tech to the New Reality
Once you’ve rebuilt the workflow, find tech that fits. Don’t buy and hope it fits later.
7. Communicate, Train, Support
Even the best process fails without support. Equip people with what they need to succeed.
The Bottom Line
Workflow analysis is not a side task. It is foundational to sustainable performance, team alignment, and any meaningful investment in technology.
Understanding workflows within any organisation is not just a one-time exercise but an ongoing process of improvement.
Get it right, and you reduce waste, empower people, and build systems that scale.
The team at Yopla love workflows, mapping, and building from a clear foundation. If you’re ready to bring clarity to your next move — we’d love to help.
That Gut Feeling? It’s Probably Right. Let’s Talk.
Still thinking about what you just read? That’s usually a sign. So don’t sit on it. Book a quick chat - no pressure.
We’ll help you make sense of the friction, share something genuinely useful, and maybe even turn that spark into real momentum. No jargon. No pitch. Just clarity - and the next right move.
It’s remarkable that today, at the height of the tech industry’s dominance, organisations across the globe continually fail to achieve their digital ambitions. But why? Despite massive investments in time and money, the same themes repeat. What our research show's is that digital transformation doesn’t fail because technology is lacking, it fails because organisations overlook the people who are expected to use that technology.
In this article, we’ll explore what we’ve learned, share our key insights, and explain how understanding what your team already does is essential to making a success of digital transformation.
McKinsey, Capgemini, and Deloitte studies show failure rates of 67-75%, at an average of 2.5 years in. One Deloitte study found that only 13% of transformation projects where a success!
The introduction of new software or systems often promises transformation: faster workflows, better collaboration, improved performance. But let’s be honest — most of these implementations underdeliver. Not because the tools are bad, but because we don’t truly understand the workflows they’re supposed to improve.
"Understanding people’s habits is absolutely critical. If you can see the habits, you see the real workflows. And it’s those habitual workflows that will make the biggest difference to your organisation. Because they’re a mirror to reality."
In other words, if you want change to stick - you need to understand how your people actually work, not just how you wish they worked.
As we delve deeper into the digital age, the intersection of artificial intelligence (AI) and cybersecurity presents both groundbreaking opportunities and unprecedented challenges. Among these challenges, social engineering stands out as a particularly insidious threat. Social engineering attacks exploit human psychology, rather than technological vulnerabilities, to gain unauthorised access to personal information, corporate data, or secure systems. With the advent of sophisticated AI technologies, these attacks have evolved, becoming increasingly sophisticated and difficult to detect.
"Only amateurs attack machines; professionals target people." Bruce Schneier, Security Expert and Author
Understanding social engineering
Social engineering is predicated on the manipulation of trust. Attackers impersonate individuals or entities that their victims trust, creating scenarios that compel the victims to voluntarily surrender sensitive information, access, or finances. Techniques such as phishing, pretexting, baiting, and quid pro quo are common, leveraging the human propensity to trust and to help. In the context of AI's rise, these tactics have been significantly enhanced. AI can now create convincingly fake videos (deepfakes), voice imitations, and personalised text communications, elevating the risk and potential impact of social engineering attacks.
The integration of AI into social engineering introduces a dual-edged sword. On the offensive side, attackers utilise AI to automate and refine their attacks. For example, AI algorithms can sift through social media and other online platforms to gather personal information, which is then used to craft highly personalised and convincing phishing emails. On the defensive front, AI and machine learning technologies offer promising tools for detecting and mitigating these threats. They can analyse communication patterns, identify anomalies, and flag potential social engineering attempts, often in real-time.
Examples of social engineering
Phishing emails
Emails that mimic legitimate organisations, such as banks or service providers, request urgent action, typically involving clicking a link or opening an attachment. Look out for misspellings, generic greetings (e.g., "Dear Customer" instead of your name), and email addresses that closely resemble but don't exactly match the official ones.
Attackers create a fabricated scenario (pretext) to obtain your personal information. They might pose as survey conductors, bank officials, or IT support, asking detailed questions under the guise of verification or support. Be wary of unsolicited calls asking for sensitive information or actions you didn't initiate.
Baiting
Baiting involves offering something enticing to trick someone into a security mistake, like malware hidden in downloadable content or USB drives left in public places labelled with intriguing titles. Always question the origin of unexpected or too-good-to-be-true offers, especially when they involve downloading or accessing something.
Quid pro quo
Similar to baiting but involves a direct offer of exchange. For example, attackers might offer assistance or free software in exchange for access to your computer or credentials. Be sceptical of unsolicited offers of help or services, particularly when they request access to personal or company systems.
"Companies spend millions of dollars on firewalls, encryption, and secure access devices, and it’s money wasted; none of these measures address the weakest link in the security chain: the people who use, administer, operate, and account for computer systems that contain protected information." Kevin Mitnick, Cybersecurity Consultant, Author, and Former Hacker
Tailgating
An attacker seeks to gain unauthorised access to restricted areas by following someone who has legitimate access. Common in office buildings or secure facilities, be alert for individuals who attempt to enter secure areas without the proper credentials, often by asking for the door to be held open.
Spear phishing
A more targeted version of phishing, where the attacker uses personal information to craft a convincing message, making it appear relevant and trustworthy. These emails might reference recent transactions, work projects, or personal interests. Always verify the authenticity of messages that request sensitive information, even if they seem to know about you or your activities.
Vishing (voice phishing)
Conducted over the phone, vishing often involves the caller pretending to be from a trusted company or institution, seeking personal or financial information. Common red flags include callers asking for passwords, PINs, or other sensitive information, often with a sense of urgency or threat.
Smishing (SMS phishing)
Similar to phishing but conducted via SMS. These messages might prompt you to click a suspicious link, claiming to be from a bank, courier, or tax office, often related to urgent issues requiring immediate action. Look out for messages from unknown numbers or that create unnecessary urgency to act.
Staying safe: advanced tips and best practices
Comprehensive education and training
Beyond basic awareness, individuals and organisations must engage in comprehensive education on the nuances of AI-enhanced social engineering attacks. This includes understanding the technology behind AI and the psychology of manipulation tactics.
Critical thinking and verification
Encourage a culture of critical thinking and verification. This means not just verifying suspicious emails, but also being sceptical of unusual requests via phone, social media, or even in person.
Privacy management
In an era where personal information is gold, managing one's digital footprint is crucial. This involves regularly auditing social media privacy settings and being cautious about the information shared on public platforms.
Advanced security protocols
Utilise AI-driven security solutions for enhanced detection capabilities. Additionally, organisations should implement robust security protocols, including secure VPNs, end-to-end encryption for sensitive communications, and advanced endpoint protection.
While MFA is essential, consider employing even more stringent authentication methods for accessing sensitive systems and information, such as biometric verification.
Incident response and reporting
Develop a sophisticated incident response plan that includes protocols for dealing with social engineering attacks. This should encompass immediate measures to contain and mitigate the attack, as well as long-term strategies for recovery and reinforcement of defences.
Regular updates and adaptation
The landscape of AI and social engineering is continually evolving. Regular updates to security protocols, software, and employee training are vital to keep pace with new threats.
Promote psychological safety
Encourage an environment where employees feel safe reporting potential social engineering attempts, without fear of blame or retribution. This can significantly enhance an organisation's ability to respond to and mitigate these threats promptly.
"Cybercrime is the greatest threat to every company in the world." Ginni Rometty, Former CEO of IBM
Conclusion
As AI continues to evolve, so do the tactics of social engineers. By staying informed and using the latest security technologies, we can protect ourselves and our organisations from these sophisticated attacks. Remember, it's not just about protecting data; it's about building a culture of cybersecurity awareness and resilience that can adapt to the ever-evolving digital landscape.
If you want to chat about how to encourage cyber awareness within your organisation, or talk about digital transformation generally, don't hesitate to get in touch!
