Tell me about a time the people doing a process described it differently from how it actually worked. How did you find out?

What the interviewer is looking for

• This question tests stakeholder collaboration. Works closely with process owners, watches the work being done, and manages expectations about what automation can do.
• What to bring out: Watches the work being done, reviews real examples and exceptions, uses process mining or logs, and confirms with the team.
• Expect a follow-up like: How did that change what you built?

Another way it may be asked: The documented process says five steps, but staff actually do eight with workarounds. How do you uncover the real version?

A structure to follow: STAR, with the weight on Action and Result

1. Step 1

   Situation

   One or two sentences: where, when and what was at stake. Pick a real example you were close to.

2. Step 2

   Task

   What you personally were responsible for. Say "I", not only "we", so the stakeholder collaboration you showed is visible.

3. Step 3

   Action

   The two or three things you did and why you chose them over the alternatives. This should be about half your answer.

4. Step 4

   Result

   What changed, in your own measure of it, and what you would do differently. Only use numbers you can stand behind.

This is guidance on shape, not a script. Use your own real experience and facts; never invent details to fill a gap. See the STAR guide and answer frameworks.

Common slips

• Describing what the team did without saying what you did.
• Choosing an example with no clear outcome, or one you cannot answer detailed questions about.
• Ending on the action and skipping the result and what you learned.

How to practise it

Write two bullet points for each STAR letter, then say the answer aloud in about two minutes.

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