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Interviews In-depth interviews were conducted with operational staff across squad levels to surface the lived experience of process friction, day-to-day workarounds, and unmet needs — going beyond what was visible in formal process maps. Sample size: Multiple participants across squads. Key findings: Users consistently reported confusion around ownership at handoff points. Many had developed personal workarounds for gaps in tooling or guidance, creating invisible inefficiencies not captured in any existing documentation. Process Mapping & Pain Point Analysis Following each workshop, detailed process maps were created and reviewed with squad leads to validate accuracy. Each map was annotated with identified pain points, categorised by type: people, process, or technology. Sample size: End-to-end processes mapped across each squad. Key findings: Bottlenecks were consistently identified at cross-squad handoff points. Ownership ambiguity at these transitions was a primary driver of delay and rework. Technology pain points centred on ServiceNow configuration and inconsistent data entry practices. 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