How would you design a process map for a business area whose participants describe the process completely differently from one another?

1. Treat the disagreement as the finding, not an obstacle. Divergent descriptions usually mean there are genuinely several variants running in parallel.
2. Map each variant separately first, from that person's own description, without reconciling them. This validates that I heard each person correctly.
3. Bring the variants into one session and overlay them to see where they converge and where they diverge. Divergence points are almost always where the pain is.
4. For each divergence, establish whether the variation is legitimate — a different customer segment or region with a genuine reason — or accidental, arising from unclear ownership or missing guidance.
5. The to-be map then makes a deliberate choice at each divergence: standardise, or support the variant explicitly through configuration such as record types. Either way it is now a documented decision rather than an accident.