Six panels: what happens today, where it hurts, which steps an agent could take, what needs a human’s approval, what you’ll measure, and what you do when it goes wrong.
Fill panels 1 and 2 before you touch panel 3, and leave panel 6 until last. Write what actually happens, workarounds included, not what the SOP says. Ninety minutes with two or three people who do the work beats a day with the steering committee.
Download the editable canvas (Word) →
Download the print version (PDF) →
Companion: filled sample. A completed canvas for FNOL Claims Triage at AcmeCorp Insurance, with real numbers in every panel.