Review Current State

Current state describes how the process works today. It should include the real workflow, not only the official or ideal version.

Current state is what people actually do now, including workarounds, extra tools, informal steps, and exceptions. It may differ from the written procedure or from how people think the process is supposed to work.

Friction mapping depends on understanding what actually happens before making recommendations. If the current state is skipped, the team may improve the wrong process.

The official process says requests are entered into the CRM. The current state shows that requests are also tracked in a spreadsheet because staff do not trust the CRM schedule.

Describing the current state does not mean accepting it as good or permanent. It creates an honest baseline for deciding what should change.

Map what happens now before designing what should happen next.

* Workflow * Observation * Workaround * Recommendation Boundary

No current wording.

No current wording.