At which step in value stream mapping should the user touchpoints be identified?

An organization is designing a value stream for restoring service to users.

At which step in value stream mapping should the user touchpoints be identified?
A . Identify the scope of the values stream analysis
B . Reflect on the value stream map
C . Create a ‘to be’ value stream map
D . Define the purpose of the value stream from the business standpoint

Answer: A

Explanation:

In value stream mapping, user touchpoints are identified when the scope of the value stream analysis is being defined. This initial step is critical because it outlines the start and end points of the value stream and helps identify all key interactions, including those where users engage with the service.

Defining the scope ensures that all critical user interactions (touchpoints) are identified and included in the analysis, which is essential for ensuring the value stream meets user needs efficiently.

Other steps like creating a ‘to be’ value stream map and reflecting on the value stream map come later in the process and focus more on optimization and future state mapping.