Engagement details
The client path, from first note to a process that stays in the building.
This page is the operating manual for working with Digitalfavce. It exists so you can judge fit before you send a briefing — and so there are no theatrical surprises after you do.
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1. Initial contact
Write through the contact form or email [email protected]. Tell us the organisation, the process that hurts, and what “better” would look like in operational terms — shorter lead time, fewer handoffs, clearer ownership, less rework. We reply to confirm receipt and, if the brief is in scope, propose a short fit call.
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2. Discovery conversation
A structured conversation, not a sales theatre. We ask who moves the work, where it waits, which exceptions are common, and what has already been tried. If the constraint is not a process problem, we say so and stop. If it is, we outline a diagnostic or a redesign and the evidence we would need.
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3. Preparation
Before any mapping starts, we agree the process boundary, the people we need access to, the documents that actually matter, and the commercial terms. You receive a short engagement note: objective, scope, timeline, working method, and what we will not do. Work does not begin on a handshake alone.
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4. Workflow of the engagement
Discovery first: interviews, observation, and current-state mapping. Then design: target flow, decision rights, exception rules, and cadence. Then install: a first-cycle runbook and coaching for the process owner. You see drafts as they exist, not a reveal at the end.
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5. Delivery
Delivery is a working operating design. Typical artefacts: current-state atlas, future-state process, ownership and RACI-style tables, exception playbook, scorecard, and a sequenced implementation plan. Files are yours. Language is plain. Diagrams are meant to be used in a weekly meeting, not framed.
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6. Communication
One named counterpart on your side, one on ours. Written updates at agreed checkpoints. Questions answered in the working language of the engagement — English by default. We do not open parallel chat channels that recreate the chaos we are hired to remove.
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7. Next steps
After delivery you can run the system alone, continue with Embedded Process Advisory, or open a second process boundary. There is no automatic retainer. Next work is a new, explicit agreement.
What we need from you
Access to the people inside the process. Honest samples of live work. A decision-maker who can settle scope. Without those, mapping becomes folklore.
Typical timeline markers
- Fit reply: within two working days of a complete briefing
- Diagnostic sprint: 2–3 weeks once access is granted
- Operating system redesign: 6–10 weeks
- Advisory: monthly, after a design exists