Time: 30 Minutes

Goals:

• Visualize the Current State: To move beyond abstract assumptions and map the granular reality of the user's experience.
• Identify Friction/Improvement Area : To pinpoint exactly where the process fails, lags, or frustrates the user.
• Define the Area of Intervention: To select a specific moment in the timeline where a solution will yield the highest impact.

The Canvas

Prepare a large workspace with a horizontal axis representing Time/Chronology and a vertical axis representing User Sentiment.

• Upper Quadrant: High satisfaction / Efficiency.
• Lower Quadrant: Frustration / Inefficiency / Blockers.

Activities

Define the Scope (5 mins)

Focusing on the Target Customer:

• Trigger Event: What initiates this specific process? (e.g., "User realizes they need to file a claim").
• Resolution Event: When is the process considered complete? (e.g., "User receives confirmation funds are deposited").
• Mark these as the Start and End points on your timeline.