“Where do our people fall through the cracks?”
Friction lives in the hand-offs no single office owns. Walk a constituent journey or a workflow end to end and the seams — where one system passes to another — become visible, and fixable.
Seams where two systems each assume the other owns the person — the gaps a student actually feels.
A prioritized list of seams to close, each owned by name.
Walk first-year onboarding and the seam between admissions and the SIS appears: each assumes the other creates the student's identity, so a subset land in limbo for days. No single office sees it. The journey view does.