# Current-state mapping, gap analysis and research synthesis

*Platform User Experience Designer Study Guide · Discovery · Last updated October 16, 2026 · https://www.certifyforce.com/study-guide/user-experience-designer/discovery/current-state-mapping-gap-analysis-and-research-synthesis*

How a UX designer turns the current experience into requirements: review the problem history, map the as-is process (SIPOC, UPN hierarchy), audit existing content, run a gap analysis, find root causes with the Five Whys, elicit undocumented requirements, then synthesize findings and tell them as a story.

- Certification: Salesforce Platform User Experience Designer
- Exam section: Discovery
- Study guide: https://www.certifyforce.com/study-guide/user-experience-designer

**Official exam objective:**

> Given a scenario, demonstrate how to gather requirements and plan strategy given current user experiences.

## What the exam expects

- Start from existing evidence (the problem history) before planning new research or redesigning anything.
- Map the current experience end to end, choosing the right diagram (SIPOC, detailed map, value stream map, capability model) and keeping each UPN diagram readable.
- Scope a content audit (full, targeted, representative) to the project.
- Compare current and future states with a gap analysis, and find root causes with the Five Whys.
- Elicit requirements that live only in people's heads, then analyze findings and present them as a story.
- Key terms: **as-is map** (the documented current process); **SIPOC** (Suppliers, Inputs, Process, Outputs, Customers); **UPN** (Universal Process Notation); **gap analysis** (what differs between current and desired state); **elicitation** (drawing information out of stakeholders).

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Problem history | Bugs, tickets, surveys, feature requests, logs with drop-off rates | [Define Your Research Plan](https://trailhead.salesforce.com/content/learn/modules/ux-research-basics/define_your_research_plan) |
| Fix after mapping | Don't fix processes until the as-is state is fully mapped | [Use Process Mapping Tools and Software](https://trailhead.salesforce.com/content/learn/modules/process-mapping-for-business-analysts/use-process-mapping-tools-and-software) |
| Who maps | The people who use the process are the experts | [Use Process Mapping Tools and Software](https://trailhead.salesforce.com/content/learn/modules/process-mapping-for-business-analysts/use-process-mapping-tools-and-software) |
| Map scope | Can cut across departments and include external partners | [Get Started with Process Mapping](https://trailhead.salesforce.com/content/learn/modules/process-mapping-for-business-analysts/get-started-with-process-mapping) |
| UPN diagram size | No more than 8-10 activity boxes; drill down; no limit on levels | [Speak the Process Mapping Language](https://trailhead.salesforce.com/content/learn/modules/process-mapping-for-business-analysts/speak-the-process-mapping-language) |
| SIPOC | Scopes a complex process before a detailed map | [Speak the Process Mapping Language](https://trailhead.salesforce.com/content/learn/modules/process-mapping-for-business-analysts/speak-the-process-mapping-language) |
| Targeted audit | Quick, narrow; one project, journey or campaign | [Evaluate Existing Content](https://trailhead.salesforce.com/content/learn/modules/content-strategy-development/evaluate-existing-content) |
| Gap analysis | What differs between current and desired state | [Explore Techniques for Information Discovery](https://trailhead.salesforce.com/content/learn/modules/business-analyst_skills-strategies/explore-techniques--information-discovery) |
| Five Whys | Keep asking why to reach the underlying reason | [Make Decisions and Resolve Conflicts](https://trailhead.salesforce.com/content/learn/modules/alignment-as-a-strategic-craft/make-decisions-and-resolve-conflicts) |
| Analysis steps | Code sentiment, find trends and differences, map to solutions | [Analyze Your Findings](https://trailhead.salesforce.com/content/learn/modules/ux-research-basics/analyze_your_findings) |
| Story stages | Opening, challenge-and-solution cycles, positive conclusion | [Tell Your Story with Feeling](https://trailhead.salesforce.com/content/learn/modules/ux-research-basics/tell_your_story_feeling) |

## Check yourself

- Why should a designer review support tickets and drop-off logs before interviewing anyone?
- When is a targeted content audit the right scope?
- Why does a UPN map stay readable however complex the process is?
- What final step turns research analysis into next steps?

## Sources

- [Use Process Mapping Tools and Software](https://trailhead.salesforce.com/content/learn/modules/process-mapping-for-business-analysts/use-process-mapping-tools-and-software)
- [Speak the Process Mapping Language](https://trailhead.salesforce.com/content/learn/modules/process-mapping-for-business-analysts/speak-the-process-mapping-language)
- [Get Started with Process Mapping](https://trailhead.salesforce.com/content/learn/modules/process-mapping-for-business-analysts/get-started-with-process-mapping)
- [Define Your Research Plan](https://trailhead.salesforce.com/content/learn/modules/ux-research-basics/define_your_research_plan)
- [Evaluate Existing Content](https://trailhead.salesforce.com/content/learn/modules/content-strategy-development/evaluate-existing-content)
- [Explore Techniques for Information Discovery](https://trailhead.salesforce.com/content/learn/modules/business-analyst_skills-strategies/explore-techniques--information-discovery)
- [Make Decisions and Resolve Conflicts](https://trailhead.salesforce.com/content/learn/modules/alignment-as-a-strategic-craft/make-decisions-and-resolve-conflicts)
- [Collect Your Data](https://trailhead.salesforce.com/content/learn/modules/ux-research-basics/collect_your_data)
- [Analyze Your Findings](https://trailhead.salesforce.com/content/learn/modules/ux-research-basics/analyze_your_findings)
- [Tell Your Story with Feeling](https://trailhead.salesforce.com/content/learn/modules/ux-research-basics/tell_your_story_feeling)
- [Learn About Discovery (UX Designer Cert Prep)](https://trailhead.salesforce.com/content/learn/modules/ux-designer-certification-prep/learn-about-discovery)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 10 linked practice questions, and unlimited timed mock exams are included with the Platform User Experience Designer pack (USD $19): https://www.certifyforce.com/practice-exams