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"As Is - To Be" Mapping

"As Is - To Be" Mapping is a powerful tool for understanding the gap between the current state and the desired future state of a process, system, or workflow. 

A type of process map that provides a clear roadmap for change, it helps organizations identify inefficiencies, optimize performance, and create effective solutions. 

Whether for business processes, UX design, or product development, this method is crucial for achieving continuous improvement and ensuring success in the transition from current practices to better future practices.

The "As Is" State

The "As Is" state refers to the current way things are done. It’s the baseline, representing the existing processes, systems, or workflows in their current form.

Key Characteristics of the "As Is" State:

Current Processes
The existing steps, procedures, and technologies used.


Current Pain Points
The challenges or inefficiencies that exist in the current system.


User Behavior
The actions and experiences of users under the current system.


Performance Metrics
Current performance indicators, such as conversion rates, customer satisfaction, and time-to-completion.

Example: A company might map the current customer support process:

• Customer submits a request
• Support team receives the request and categorizes it
• Support team resolves the issue
• Customer receives resolution

The "To Be" State

The "To Be" state represents the ideal future state of processes, systems, or workflows. It is the goal or vision for how the system, process, or experience should function once improvements, optimizations, or changes are implemented.

Key Characteristics of the "To Be" State:

Optimized Processes
The desired future steps, procedures, and technologies after improvements.


Pain Point Resolution
The strategies and solutions to resolve current inefficiencies and challenges.


Improved User Behavior
The anticipated improved experience and actions of users after the changes.


Higher Performance
The expected performance after the transformation, such as higher conversion rates, faster time-to-completion, and increased customer satisfaction.

Example:

For the same customer support process, the "To Be" state might look like:

• Customer submits a request through an AI-powered chatbot
• Chatbot categorizes and resolves the issue 
• Support team focuses on more complex issues 
• Customer receives quicker resolution.

Steps for Conducting an "As Is - To Be" Mapping

Identify the Process or System to Map

Define the scope of the project, whether it’s a specific process, a user journey, or a broader system like customer support, product development, or marketing.


Document the "As Is" State

Gather data through interviews, observations, and analytics to understand how the process currently works. Map each step and identify current pain points, inefficiencies, and areas for improvement.


Envision the "To Be" State

Based on the goals of the project, define the ideal future state. Consider how technology, tools, processes, and user behavior can be optimized to solve current challenges.


Identify Gaps and Action Items

Compare the "As Is" and "To Be" states to highlight the differences. Identify gaps between the current and desired states and create action items to address them. These might involve process re-engineering, new technology implementation, training, or changes to user behavior.


Create a Roadmap for Transition

Outline the steps required to transition from the "As Is" state to the "To Be" state. This may include timelines, resource allocation, and phased implementation plans.


Implement and Monitor

Once changes are made, continuously monitor performance and gather feedback to ensure the "To Be" state is effectively achieved. Track progress and adjust as necessary.

Why Use "As Is - To Be" Mapping?

Clarity in Change Management

It provides a clear, structured approach to understanding the current state and where you want to go, making it easier to communicate and manage change within the organization.


Improved Process Efficiency

By clearly identifying pain points in the "As Is" state, you can streamline processes and make them more efficient in the "To Be" state, reducing waste and optimizing performance.


User-Centered Design

In UX design, this method helps teams understand how user needs are currently being met (or not met) and how the experience can be improved in the future.


Measurable Goals

It helps set clear, measurable goals for improvement, allowing you to track progress against the "To Be" state over time.

Applications of "As Is - To Be" Mapping

Business Process Reengineering (BPR)

When organizations need to redesign their processes for better performance or cost reduction, "As Is - To Be" mapping helps document current workflows and redesign them to be more effective.


UX/UI Design

UX researchers use this method to analyze current user journeys (As Is) and envision a more streamlined, user-friendly version (To Be). It helps identify gaps in the user experience and propose design improvements.


Software Development

In software projects, "As Is - To Be" mapping is useful to understand legacy systems and plan for new features or system upgrades that better serve users and stakeholders.


Change Management

During organizational transformations or the adoption of new technologies, this technique helps stakeholders understand how processes will change and what steps need to be taken to get there.

Example: Customer Onboarding Process

As Is: New customers sign up manually and receive a generic onboarding email.

To Be: New customers sign up automatically, receive personalized onboarding emails, and have an interactive onboarding walkthrough.


As Is: Customer support is only available via email with a 24-hour response time.

To Be: Customer support is available 24/7 via live chat and AI-powered FAQs for quicker responses.


As Is: Manual data entry for account updates.

To Be: Data entry is automated through integrations with CRM and other tools.