Day 1: Name the friction

Begin with the first executive exercise and a broad look at the 5x5 map. This helps you notice candidate frictions before deciding which matters most. Describe what the business does, where people encounter difficulty, and what an improvement could mean.

Use the friction statement for the different concerns that emerge. Record the people involved, any plausible economic consequence, and what is known or assumed. Carry several possibilities into the closer mapping work over the next two days.