It’s one thing to identify what a user wants to be able to accomplish. It’s another thing to capture what they consider a chore and want to leave their scope of responsibility.

A script is a simple, raw, unambiguous format to get the sequence of actions on paper, primed for a Future State Process Flow.

Visual representation of the customer journey or employee experience - sequence of actions, primary path, and peripheral paths.

The lifecycle and journey of the human-centered experience.

Visual representation of the current customer journey or employee experience - sequence of actions, primary path, and peripheral paths.

A simple two-column script is great for transparency of current state activity. A script makes drafting a process flow very easy!