Follow one real transaction from start to finish before defining software requirements. For a customer order, record who makes each decision, where staff enter data, and when work waits.
Separate work from waiting
If an approval takes five minutes but sits in a queue for two days, check who can approve it and what information they need. An additional approval feature may leave the queue exactly as it is.
Test exceptions
Walk through an order with insufficient stock, special pricing, or a changed shipping address. These cases reveal rules that standard demos often miss. Use them to decide what to improve and what to test in a new system.
Illustrative photo by Patrick Perkins on Unsplash.