Watch the work
The designer observes, with notice and consent, and proposes the change.
With written notice to the people involved and their recorded consent, the designer watches the applications a team already uses while they do the work: the steps taken, the systems opened, the hand-offs, the waits and the exceptions. It does not read keystrokes, screen contents or message text, and the record it keeps is of the process, not the person. From what it sees it drafts a change to the pack as a drawing you can read beside the standard one: a step your people take that the pack does not, a step the pack has that nobody takes, a hand-off that happens in a different order.
Who decides
Each proposed change is held for the owner of the service to approve. Where the organisation has set a delegation for changes that carry no legal, financial, safety or regulatory weight, the change is applied under that delegation and the record is kept. Outside it, a person decides, every time.