Like many Sydneysiders (especially those that reside in a Covid hot spot as I do) I found myself this morning in the queue for (yet another) drive through Covid test.

As there had been an overnight announcement of a positive case visiting many local venues, even though I arrived before opening, a queue had already formed.  I was many cars back and hastily started rearranging my morning to accommodate for (what I presumed to be based on previous experiences) – a couple of hours in the queue.

What surprised me (and excited my process-driven brain) though, was just how swiftly the queue of cars moved once the gates were opened.  As I reached the front, their streamlined process of managing the influx of cars and people was a delight to see and experience.  Each step of the process was choreographed to perfection and gave me, the client, everything I needed at each point.

Let me break it down and share how you can integrate into your processes.

As I approached I was given a card with simple yet detailed instructions of what I needed to do to register.  Simply scan a QR code, pop your details in and give the reference number to the person performing the test. 

Lesson 1:

Providing clear, simple instructions created in both visual and written form allows for our process to be easily digested and understood.

I then drove past a sign telling me the expected wait time from that point.  This reduced any anxiety I had about how long it was going to take and allowed me to manage my morning.

Lesson 2:

Keeping those that need to be informed at each stage of our process allows participants to feel in control and removes the need for multiple meetings or questions.  A simple status update will often suffice.

I then completed my registration while I was waiting for my turn.  This kept me busy while waiting although I realised later it was also to ensure a double authentication to reduce any mistakes being made.

Lesson 3:

Having checkpoints in our process to eliminate mistakes is vital.  It can be something as simple as cross-checking data or reviewing a checklist at a certain point in the process.

The practitioner then performed my swabs and double-checked my details and reference code.

Lesson 4:

We need to have the expert (you) do what they are great at and put a process around everything else.  This reduces our overall costs and allows the expert to refine their performance.

My initial thinking was that the testing process would take a couple of hours.  The reality was it took 15 minutes (from the time they opened).  The whole experience was smooth and professional – it contained all the elements of a great business process.

When you’re next completing a task or developing a new process spend a few moments to review whether it includes these four core lessons.  If you would like to go deeper into your process development feel free to book a call.