The problem. A support team where one person knew how bug escalations worked. Nothing was written down, and when they were away escalations either waited or went out wrong.

What I did. Sent a six-prompt sheet asking what starts this, the steps, where you have to make a judgement call, what's handled differently, what goes wrong, and who you ask. Asked for bullet fragments rather than prose, then wrote the full procedure and came back with the specific questions their notes had left open.

What it produced. A procedure with numbered steps, two decision rules, three exceptions, a troubleshooting section, and four open questions nobody in the business could answer, including who settles a severity disagreement between support and engineering, and who owns the known-issues page the procedure depends on.

What the open questions really are. They're usually the most valuable part. When a note says "there's a table but honestly if the client is important I bump it up, nobody's told me not to", that's not a documentation gap. That's an undocumented policy decision, and writing it down is how the business finds out it never made one.

About the method. No meetings, no screen recordings, and no access to any of the client's systems. Everything comes from written notes. Around 25 minutes of the expert's time to write them, and 15 minutes to review the draft. Because nothing is recorded live, no customer records or account identifiers leave the client's environment.