The goal of my project is to tip the scale towards more human-centric solutions in Business Process Modeling. The challenge of my project is to discover if is it possible to map scenarios reliably, and then modelling processes that make sense and that can be understood by anyone within organizations where tacit knowledge has a central role. The main research question is: can business process management practices be helped by merging the best contributions of top-down and bottom-up approaches? This might be a way to disentangle process mapping from its static perspective, leaving the worker an independency of action inserted in a definite framework of action. The reason of this research question is to comprehend if processes with different levels of discretionarily and personalization, along with an organization’s fixed functional priorities, can be a better fit in a social context characterized by weakly-connected activities without losing its potential in helping with technical issues. The purpose is to create a diffused-responsibility approach to process management in order to have a wide-range involvement of all employees on both an individual(using interviews, shadowing and mentoring) and collective(working on communities of practice using workshops, focus groups, brainstorming, training) perspective. The use of an action research approach is due to its ability to convey collaboration and create sense-making around the re-evaluation of working practices through process management.