The goal of the entire project was to improve our Workflow (process) feature through a complete redesign. We had learned a lot about our users since the feature was originally designed and implemented, and we wanted to apply that to this crucial area of the app.
Disclaimer I performed some of this research myself, but other research was conducted by a UX Researcher that is on the team that I lead. In that case, I would help formulate the plan, they would execute the research, and together we would review the research and pull out insights.
These are just a small selection of the insights we found and documented.
A process within one of our user's institution will often branch and have multiple tasks happening simultaneously, but they consider this all part of the same process.
On site (in-person) interviews about process flows with users multiple institutions
This insight led us to design a new feature in Workflows that we call Lanes. Each Lane can be worked independently by different users or the same user.
During our interview phase of research, we made a point of asking the users about specific terminology so we could understand how they talk about their processes.