You’ve seen it before: that gray-zone project where no one has the full map, yet somehow you’re the one asked to “figure it out.”

As the operations or RevOps specialist, your job is to ask foundational questions, map the logic, and produce the unified doc that finally brings everyone onto the same page. That’s what a strong RevOps professional does — you create shared understanding.

But here’s the truth: very few people know how to do this well.

I’ve been through enough “process maps” and scattered SOP folders to realize there’s a better way to document. A way that makes sense to stakeholders, is easy for operators to follow, and becomes the single source of truth your team actually uses.

By the end of this post, you’ll know how to build two layers of documentation, anchor it with a visual, add a cheatsheet, organize by audience, and reinforce it until it becomes operational reality. You’ll even get a structure you can plug in immediately for faster setup and share-ability with your team.

Image from Puzzle

Here’s what we’ll cover:

• Step 1: Create the “Thinking” Layer

• Step 2: Create the “Doing” Layer (SOP/Checklist)

• Step 3: Use a Visual Anchor

• Step 4: Add a Cheatsheet Block

• Step 5: Organize by Audience

• Step 6: Layer Access for Scalability

• Step 6: Reinforce Through Repetition

Then, we’ll wrap with a few common mistakes and FAQs to save you time down the road.

Step 1 - Create the "Thinking" Layer

This is the high-level process overview — the document that answers, “Why are we doing this?” and “What does done look like?”

If you skip this and jump straight to the SOP, you’ll spend weeks fielding questions like:

• “Who owns this step?”

• “Where does this go after intake?”

• “Wait—why are we even doing it this way?”

Key points / checklist:

• Define the purpose (“why this exists”)

• Identify owner + supporting teams

• Note the trigger (what starts the process)

• Specify systems/tools involved

• Define the outcome (what done looks like)

• Build a simple flow/diagram (we’ll get to visuals in Step 3)

Pro Tip: Keep this to one page. Your goal is to give context, not detail.

Step 2 - Create the "Doing" Layer (SOP/Checklist)

This layer is for the person executing the work — the operator, VA, or teammate on the front line. It should be so clear they can open it and act without asking “what now?”

How to build it:

• List preconditions (what must exist before starting)

• Write steps as short, actionable bullets

• Include screenshots or Looms if helpful

• Link templates, forms, or references

• Add a troubleshooting section

• Common mistakes to avoid:

• Writing in paragraphs (“The user will then…”) instead of direct bullets

• Assuming knowledge (skipping “log in to X”)

• Forgetting exception paths or troubleshooting

Step 3 - Use a Visual Anchor

Humans are visual. A simple flowchart or puzzle map helps people see how everything connects long before they read a single line.

Key points:

• Keep visuals to 5–7 boxes — any more, and it becomes noise

• Label ownership clearly (“RevOps,” “Referrals,” etc.)

• Use consistent icons or shapes

Pro Tip: Embed the same visual at the top of both docs (Thinking + Doing). It’s the shared compass that aligns everyone.

Step 4 - Add an Overview Section (Your Cheatsheet)

This is your “TL;DR.” The one block everyone will actually read.

Include:

• Owner

• Trigger

• Goal

• Primary tools

• Teams involved

• Key links (visual, SOP, dashboard)

Pro Tip: Place this directly below the title, in a shaded box or simple table. Make it impossible to miss.

Step 5 - Organize by Audience

Different people care about different parts of a process.

Executives want outcomes and ownership.

Operators want clarity and steps.

RevOps wants data accuracy and automation logic.

How to structure this:

• Use sections like For RevOps, For Credentialing, For Referrals

• Add audience-specific notes (“Credentialing: verify NPI before Step 3”)

• Use collapsible sections if your doc platform allows it

Pro Tip: Write as if you’re documenting for someone outside your head. If a new hire could follow it confidently, you’ve nailed it.

Step 6 - Layer Access

This is where structure meets usability. Layered access mimics how adults learn and navigate: scan first, dive later.

Recommended structure:

• Knowledge Base Overview → big-picture explanation, linked processes

• Process Page → context, owner, links

• SOP → step-by-step checklist

• Resources → templates, screenshots, FAQs

This hierarchy keeps your documentation clean, scalable, and adaptable as processes evolve.

Step 7 - Reinforce Through Repetition

Even the best-written doc won’t stick unless you build it into your team’s rhythm.

Actions:

• Add links to meeting agendas and onboarding templates

• Pin it in Slack or your communication hub

• Embed it in your project management tool (Asana, Monday, ClickUp)

• Review monthly or quarterly

Pro Tip: Host a short “Process Walkthrough” meeting once per quarter. Ask your team, “What surprised you?” That question alone exposes blind spots.

Common Mistakes & FAQs

Mistake #1: One doc for everyone.

→ Solution: Split it into the Thinking (context) and Doing (SOP) layers.

Mistake #2: Over-complicated visuals.

→ Keep visuals short. If you need more, build decision trees in layers.

Mistake #3: No owner.

→ Publicly assign a name — ownership is clarity.

FAQ #1: What if the tool changes?

→ Update the SOP, note it in your changelog, and notify the team.

FAQ #2: Can we skip the visual?

→ Sure, if you love confusion. Don’t skip it. People need to see the system.

Wrapping Up

Most documentation fails because it lacks one of four things: context, visual, checklist, or ownership.

If you’re missing any of those, adoption dies.

Your challenge this week:

• Pick one process in your business that’s fuzzy.

• Create the two layers.

• Add a visual.

• Write the overview.

• Organize by audience.

• Then share it.

That’s how clarity becomes culture.

Thank you so much for reading!

Keep up the momentum with one or more of these next steps:

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📬 Want to meet online? Schedule a call to connect with me. I'm happy to discuss system, RevOps and grow a new connection.

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