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User Flows
Diagrams that map the paths users take to complete tasks.
What is it
Category: Interaction design
User Flows are diagrams that represent the step-by-step paths a user takes to complete a task within a product. They map decisions, actions, and possible outcomes, showing both the ideal path and alternatives and errors.
What it is for
Research methods that feed it
Task AnalysisUsability tests (observing real paths)Behavioral analytics (most frequent flows)Interviews about current processes
When to make it
When to use it
When NOT to use it
How it is made
How to create it step by step
- 1Define the objective: What task the user wants to complete (e.g., 'Schedule an appointment').
- 2Identify entry point: Where the user starts (homepage, email, direct search, etc.).
- 3Map each step: Document each action, decision, and screen the user sees in sequence.
- 4Add branches: Include decisions (yes/no, multiple options) and where each path leads.
- 5Include errors and edge cases: Map what happens when something goes wrong (validation error, timeout, etc.).
- 6Simplify: If the flow has more than 7-10 steps, look for where to eliminate or combine steps.
Tips for small teams
Contextualized example
Context: Restaurant booking app.
Mapped flow: Search → Filter → View restaurant → Select time → Has account? (Yes → Login → Confirm | No → Quick registration → Confirm) → Confirmation.
Finding: The original flow had 11 steps for new users. Analysis revealed that the 'create account' step caused 35% abandonment. Solution: move registration to after booking ('book as guest') → abandonment dropped to 12%.
How to tell it is done well
Common mistakes
Keep going
Phase
Exploration
Audience
product-teamdevelopment