Mapping the user’s workflow

One of the most important things to understand before starting any design or development is the user’s workflow(s). A user uses your app to reach a goal. His starting point is the start of the workflow. His goal its end. He takes steps in order to get from the start to his goal.
The order and the type of steps he takes helps us to understand how he reaches his goals at the moment. Visualizing these steps, often called mapping, is a great way to see the system from the user’s perspective: what does he do with the system, how and when does he do it.
This workflow helps us to keep the big picture in mind and organise planning and execution around the important part of the project: the user goals.

How does a workflow look?

Use the visualization or tool that suits you most. A workflow can be a sketch of boxes and arrows. Or an excel sheet. You can use a diagramming software or a presentation software. The important point is that you see the start, the goals and the steps and can annotate each step with important details.

How can we create the workflow

A workflow describes a series of actions. When the system supports the user to get from his start to his goal our application does its job. The user experience is how efficient and pleasant it is for the user to take each step.
One way to find out about the steps the user takes is to observe him doing so. At first: try to only watch and listen. Take notes. Be open. Record each step as if you were a beginner knowing nothing about the system or how the software works or should work. Especially watch out for the struggles.
Struggles can be seen in:

  • mistakes
  • back steps
  • pauses
  • changing applications
  • repeated steps

The struggles give us a hint where to put our energy. In the second run keep an eye open for unusual steps. Unusual steps are actions which seem complicated or unnecessary from a beginner’s mind. Start with the notion that every step is needed but find out the reasons why it is. In subsequent observations look for variations and ask what information lead the user to decide differently this time.
Armed with your recordings you can now sketch the first version of what you understood about how the user reaches his goal using the current systems.

Advertisements