Design the handoff before you automate it

The most awkward part of a workflow is often a handoff. A request arrives without enough context. A result is posted without an owner. A decision lives in one conversation while the work happens somewhere else.

Name the next person

Choose a recurring handoff and identify who receives it. Ask what that person needs to make the next decision. A support escalation might need the customer’s question, the relevant history, what has already been tried, and a specific request for help.

Write those requirements as a small shared format. Use familiar language. If the person receiving the result cannot tell whether it is complete, the format needs another pass.

Separate preparation from action

Gathering context and drafting an answer can be useful places for AI assistance. Sending the answer is a different decision. Treating these as separate steps lets a team build confidence while keeping responsibility clear.

Test the exceptions

Try the handoff with a missing source, conflicting instructions, and a request that falls outside the usual pattern. Decide where it should pause and who should be asked. The exceptions often reveal more about the design than the easy examples.

Only then automate the parts that have a stable shape. Better automation begins with a handoff that already makes sense to the people using it.