Current State Process Flows

It is difficult to spot and isolate process problems in a script format. Once the team is close to exhausting their contribution to a Current State Script, it is valuable to translate each step into a more visually appealing format, such a process flow or swim lane diagram.

A swim lane format exposes gaps, inefficiencies, and contradictions in the script. Although high attention to detail might feel perfectionistic, the detail is exactly where the customer points of pain reside. The sooner your team has process flows on paper, the sooner you can isolate the most important problems.

The ruthless, unforgiving transparency of a process flow can trigger a host of creative ideas on top of the creativity you built into the predecessor script. The process flow really is a place your organization can define your competitive advantage. The process flow helps to isolate the most painful events in the Customer Journey.

Upstream Assets: Current State Script

Downstream Assets: Change Log