The short answer
Start with a repeated process that has a clear trigger, known inputs and an owner. Use predictable rules for fixed steps, and add AI where interpreting information or preparing a draft is useful.
Follow one task from start to finish
An enquiry can pass through an inbox, a spreadsheet and a customer system before anyone replies. Write down each handover and where someone waits, copies information or checks a detail.
The useful improvement may be a connection between two systems, rather than a new application. Start with the journey the task already takes.
Keep the decisions visible
A workflow should make clear whether it has prepared a draft, requested approval or completed a change. Someone needs to be able to spot a missing input and understand what happened.
Customer replies, account changes and unusual requests deserve deliberate review boundaries. Agree those boundaries before connecting the workflow to everyday work.
Test the cases that interrupt the normal process
Try an incomplete form, a duplicate request, a changed spreadsheet column and an unavailable system. Decide whether the workflow should stop, ask for information or hand the task to a person.
A practical automation includes that exception path and a clear owner. It should not quietly invent the missing details.
Put this into practice
Workflow Automation
Workflow automation for small and medium-sized businesses: connect enquiries, documents, reporting and everyday admin with clear checks and human approval.