I was involved in a really gnarly project that involved a lot of backend services that were either undefined or in the process of being defined by engineering.
In order to help PM, design, engineering, and content get on the same page I started taking assiduous notes in meetings and came up with this beast of a diagram that took two months to complete.
This was my first pass.
Version two is a more comprehensive diagram that follows a conversation from its origin with the customer through Zendesk’s routing system all the way to the agent on the other end.
This also served as a glossary to help PM and engineering align on key concepts.