This past weekend, I created a flowchart with swim lanes to dissect what went wrong in a critical situation at a friend’s company. The details are complex, but one thing stood out to me. The more parties that stand between you and what’s happening with your customer or your product, the harder it becomes to understand the issue and quickly resolve it.

I had a loose idea of what happened based on a long email chain, but it wasn’t crystal clear and I wasn’t familiar with all the nuances. Creating the diagram this weekend helped me a ton. I was able to get my head around the situation by visualizing who did what. That helped me identify the parties that likely caused the issue and where and when in this complicated process everything transpired.

I now have a good idea of what needs to happen to prevent a repeat of this problem in my friend’s company. This exercise took longer than I expected, but the output was worthwhile. It’s definitely something I’ll keep in my toolkit.