Most processes in a CRM aren't hard because of the decisions one has to make; they're hard because of everything around them, such as opening three modules to gather context, remembering which step comes next, then updating two records and sending the emails. We call this legwork.

Legwork and judgment draw from the same supply of attention. On a good day, people have enough for both; on a busy day, something gives, and an important step gets skipped by someone who fully meant to do it.

Most of us respond the same way—by adding a required field or scheduling more training. Neither helps much, because both ask more of the person instead of making the process ask for less.

We wrote a short ebook about this called, "Complex Processes, Simple Experiences". It explains where legwork hides, how to spot it in your own processes, and how to tell whether removing it actually made your team more consistent. It also shows how we approach the problem in Zoho CRM with Kiosk Studio.

If you already know what you want to build, skip the book and open Kiosk Studio. Otherwise, we hope it helps you see the legwork in your own work, and gives you a way to take it off people's plates.

Also, check out our Kiosk Studio sessions to see what's possible before you build, or to find a starting point close to your industry.