A visual representation of the user's journey through the product or service, highlighting the sequence of steps, actions, and decisions made by the user.

User Flow Diagram

A detailed report outlining the user flow, identifying key touchpoints, pain points, and opportunities for improvement. Includes notes on user behavior, decisions, and motivations at each step.

User Flow Documentation

A comparison of the current user flow with alternative user flows based on user feedback and best practices to identify areas of improvement.

User Flow Comparison

A set of actionable recommendations to optimize the user flow based on user needs, goals, preferences, and feedback.

User Flow Recommendations

A collection of test scenarios used to validate the effectiveness of the user flow and identify any potential bottlenecks or issues.

User Flow Test Scenarios

A list of key performance indicators (KPIs) related to the user flow, such as task completion rate, time on task, and user satisfaction, to help measure the success of the design.

User Flow Metrics

An interactive prototype that demonstrates the proposed user flow, allowing stakeholders and users to experience the design and provide feedback.

User Flow Prototype

A presentation summarizing the user flow findings, recommendations, and key insights to communicate the results to stakeholders and team members.

User Flow Presentation

User flow is a method to map the path users take to achieve their goals, identifying potential issues and improving overall experience.

1. **Homepage** - User lands on the online shopping website. 
 2. **Categories** - User selects a desired category they want to shop in (e.g. Clothing, Electronics, etc.). 
 3. **Sub-categories** - User chooses a sub-category (e.g. Men's Clothing, Women's Clothing, etc.). 
 4. **Product Listing** - User browses through the available products and selects one they are interested in. 
 5. **Product Details** - User views the product information, pictures, and reviews. 
 6. **Add to Cart** - User adds the product to the shopping cart. 
 7. **Cart Review** - User reviews their items and adjusts the quantity if needed. 
 8. **Checkout** - User enters shipping and payment information. 
 9. **Order Confirmation** - User reviews and confirms the order. 
 10. **Order Completion** - User receives the confirmation email with order details.

Online Shopping User Flow

1. **Download & Install** - User downloads and installs the app on their mobile device. 
 2. **Welcome Screen** - User sees the app's welcome message and benefits of signing up. 
 3. **Signup Option** - User selects the desired method for signing up (e.g. Email, Facebook, Google, etc.). 
 4. **Signup Form** - User enters their personal information to create an account (e.g. Name, Email, Password, etc.). 
 5. **Verification** - User verifies the email address or phone number. 
 6. **Welcome Dashboard** - User navigates to the app's main dashboard. 
 7. **User's Profile** - User fills in the profile information (e.g. Photo, Interests, etc.). 
 8. **App Introduction** - User sees an interactive tutorial explaining the app's features and functions.

Mobile App Signup User Flow

1. **Home/Search** - User enters the travel destination, dates, and number of travelers. 
 2. **Flight Selection** - User selects preferred flights based on available options. 
 3. **Lodging Selection** - User selects accommodation from a list of hotels or rental properties. 
 4. **Activity Selection** - User chooses various activities or experiences to add to their itinerary. 
 5. **Add-ons** - User selects any additional options like travel insurance, car rentals, or airport transfers. 
 6. **Review & Customize** - User reviews their itinerary, makes adjustments, and adds special requests. 
 7. **Payment** - User inputs payment information. 
 8. **Booking Confirmation** - User reviews and confirms the booking details. 
 9. **Confirmation Email** - User receives a confirmation email with booking details, reference numbers, and contact information.

Travel Booking User Flow

Before you start creating user flows, determine the goals and objectives of the project. Understand the user needs and pain points that the product or service is intended to address.

Define your objectives

Analyze your user research to develop detailed user personas. These personas should represent the different types of users that will interact with your product or service.

Identify key user personas

Using the user personas, create a list of specific scenarios that users may encounter while interacting with your product or service. These scenarios should be based on the user's needs, desires, and goals.

Map out user scenarios

For each user scenario, outline the steps users will go through to complete their objective. You should analyze potential contexts, motivations, and interactions in order to identify each key action.

List key user actions

With the key user actions identified, visualize the user flow using charts, diagrams, or wireframes. This step will help you identify any possible issues and optimize the user experience. Select the most suitable visual representation for your project, such as flowcharts or storyboards.

Create a visual representation

Analyze your user flows and evaluate whether they align with your objectives and understandability. Conduct usability tests and gather feedback from users to refine your flows. Iterate on your flows until they meet the needs and expectations of your target audience.

Evaluate and iterate

Create documentation for your user flows so that other team members, such as designers and developers, can understand, review, and contribute to their refinement. Maintain open communication and regularly update your user flows in a collaborative manner.

Document and collaborate

UX research and user flows are not a one-time process. Regularly monitor user interactions, gather feedback, and update your user flows to consistently enhance the user experience and adapt to any changes in user needs or objectives.

Monitor and update continuously

Time

need writing, post-its, personas, research data

Tools

People

What are user flows and why do we use them in UX design? Learn everything you need to know about user flows in this beginner's guide.

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User Flow

A document outlining the objectives, tasks, scenarios, and participant information necessary for the user testing process.

Test Plan

A set of questions and criteria used to select appropriate test participants whose profiles match the target user group.

Recruitment Screener

A legal document that ensures participants understand the purpose and procedure of the test, their rights as participants, and provides informed consent.

Consent Form

A detailed guide that outlines the test scenarios, tasks, and questions to be followed by the moderator during the testing session.

Test Script

Recordings of user testing sessions that capture participants' interactions with the product, their verbal feedback, and non-verbal cues like facial expressions and body language.

Audio and Video Recordings

A collection of observations, comments, and insights made by the moderator and observers during the user testing sessions.

User Test Observations and Notes

A structured log of identified usability issues and pain points, categorized by severity and priority.

Issue Logs

A compiled summary of user feedback, including positive aspects, areas for improvement, and user preferences collected during the testing.

Participant Feedback Summary

A comprehensive document summarizing test findings and insights, including an executive summary, detailed analysis of usability issues, recommendations, and actionable next steps.

Test Report

A visual summary of user test results, key insights, and recommendations, tailored to engage and inform decision-makers and product team members.

Presentation to Stakeholders

A method to assess how users interact with your product or service, identify problems they encounter, and understand their needs and expectations.

A **Task Completion Analysis Report** outlines the success rate of users completing predefined tasks on a website or application. It includes the time taken to complete each task, number of errors or issues encountered, and user feedback. This report helps highlight usability issues and provides insights for improvement.

Task Completion Analysis Report

A **Usability Test Results Presentation** is a slide deck containing key findings from user testing sessions. It outlines the research methodology, participant demographics, key performance indicators, and insights gained from user behavior. The presentation allows team members and stakeholders to understand the implications of the user testing, and informs design decisions.

Usability Test Results Presentation

A **User Experience Journey Map** is a visual representation that illustrates users' experiences with a product or service over time. It highlights the various touchpoints and interactions users have, their emotions and pain points, as well as the moments of delight. Journey maps help stakeholders empathize with users and guide improvements in user experience.

User Experience Journey Maps

Videos of user testing sessions are valuable for demonstrating real-life user interactions and reactions to a product. These **Video Clips** can include highlights of struggles or successes that users encountered during the test, providing designers and developers with direct visual evidence to support their need for changes or improvements.

Video Clips of User Testing Sessions

Compiling **User Test Summaries and Quotes** offers valuable insights into users' thoughts and feelings towards a product. This collection includes concise summaries of each user testing session, along with notable quotes from participants that convey their opinions and experience. These snapshots can help paint a clearer picture of the overall user experience and inform future design decisions.

User Test Summaries and Quotes

Identify and outline the main objectives and user goals for the user testing. This step involves understanding the purpose of the product, the needs of the target audience, and the questions that need to be answered through user testing.

Define objectives and user goals

Decide on the most suitable user testing method for your objectives, such as moderated or unmoderated user testing, remote or in-person testing, or exploratory or task-based testing.

Select the appropriate method

Create a script that will guide users through the various tasks and scenarios they will encounter during the test. This script should include clear instructions, questions, and prompts that will help users navigate through the testing process.

Develop the testing script

Identify and recruit a diverse sample of test participants who represent your target audience. Consider factors such as age, gender, technical proficiency, and familiarity with the product when selecting participants.

Recruit test participants

Set up a comfortable and controlled environment for conducting user tests, whether in-person or remotely. Ensure that participants have access to the necessary tools, devices, and software, and prepare any recording or data collection tools needed.

Prepare the testing environment

With the test script and testing environment ready, guide the participants through the testing process. Prompt participants to think aloud about their experiences and decisions, and observe their interactions with the product.

Conduct the user test

Collect and record qualitative and quantitative data during the user tests. This could include recording participant feedback, tracking completion times, noting errors or difficulties, and capturing any other relevant metrics.

Collect and record data

Review the collected data and identify patterns, trends, and issues that emerged during the user tests. Organize the data into meaningful categories and evaluate the results in relation to the testing objectives and user goals.

Analyze user testing data

Summarize the key findings, insights, and recommendations from the user testing in a comprehensive report. Share this report with relevant stakeholders and use the findings to guide future design decisions and improvements to the product.

Report and share findings

Based on the user testing insights and recommendations, iterate and refine the product design, addressing any identified issues or opportunities for improvement. This iterative process helps ensure a more successful, user-centered product.

Iterate and refine the product

UX researchers use this popular observational methodology to uncover problems and opportunities in designs.

Usability Testing 101

The fundamental purpose of user testing is to better understand and empathize with people who are the core users of a digital product. From card sorting to usability studies, each exercise surrounding UX design is developed to include the user in the decision-making process.

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User Testing

A structured guideline for the researcher to follow during the observation session, detailing the aim, location, context, time, and any other relevant factors.

Observation Protocol

A list of specific behaviors, activities, interactions, or elements to be observed and recorded during the observation session.

Observation Checklist

Detailed, timestamped notes taken by the researcher during the observation, capturing participants' behavior, their environment, and other significant factors.

Observation Notes

Recordings of the observation session, capturing sound to provide additional context and support the analysis of interactions.

Audio Recordings

Recordings of the observation session, capturing visual data to support the analysis of users' behavior, interactions, and environment.

Video Recordings

Photos taken during the observation session, capturing relevant visual information about the environment, artifacts, or user behaviors.

Photographs

A process of observing and interviewing users in their actual working or living environment, providing rich contextual information to inform design decisions.

Contextual Inquiry

A compilation and analysis of the data gathered during the observation, identifying patterns, trends, and insights to inform design decisions.

Observation Data Analysis

A comprehensive document presenting the findings from the observation session, including analysis, insights, implications, and recommendations for design improvements.

Observation Report

A UX research method to understand and describe human behavior by observing people in natural environments or prepared situations, noting actions, interactions, and context.

During an in-person usability testing session, an observer took detailed notes about a participant interacting with a new mobile application. The observer noticed that the participant struggled to navigate between different sections of the app, frequently tapping on the wrong icons and becoming frustrated.

**Key Observations**:

- Participant was confused by the app's navigation/menu.
- Participant tapped on incorrect icons multiple times.
- Frustration was visible both in facial expressions and verbal comments.

In-person Usability Testing Observations

A UX researcher conducted a heuristic evaluation on a B2B e-commerce website in order to identify usability issues. The researcher systematically assessed the website against established usability principles (heuristics).

**Key Observations**:

- Website lacks clear and consistent navigation.
- Many buttons and clickable elements are not visually distinct.
- There is no visual hierarchy on multiple landing pages, leading to a cluttered appearance.

Heuristic Evaluation Observations

A UX researcher participated in an ethnographic field study to understand how retail store employees use their inventory management system. The researcher spent time shadowing employees and observing their interactions with the software.

**Key Observations**:

- Employees utilize workarounds to overcome limitations in the software.
- Employees often rely on help to navigate the software, as opposed to learning it fully.
- Apparent delays and lags in the software caused frustration among employees.

Ethnographic Field Studies Observations

Start by outlining the specific goals and objectives of your observation research. Clearly state what user behavior or interaction you want to investigate and how it will benefit your UX design process.

Define the research objectives

Select the type of observation method to be used, such as naturalistic or controlled, participant or non-participant. Make a decision whether you will conduct observations in the users' natural environment, like their homes or workplaces, or in a controlled lab setting.

Choose the observation method and setting

Recruit a representative sample of participants that closely matches your target user demographic. Ensure they comprehend the purpose of the study and obtain informed consent from them before starting the observation process.

Recruit participants and obtain consent

Create a structured observation protocol that includes specific tasks, scenarios or triggers that you want to observe. This will provide a consistent guide for observers and help maintain focus during the study.

Prepare the observation protocol

If working with multiple observers or researchers, brief them on the study objectives, methods, and the observation protocol. Conduct a pilot test on a small number of participants to identify any inconsistencies, problems, or improvements needed in the protocol.

Brief observers and pilot test

Carry out the observation sessions with your participants. Ensure that observers maintain a low profile if using a non-participant method, while staying focused on the user behavior and interactions. Record all relevant data, such as frequency of actions, emotions or gestures, and user feedback during the session.

Conduct the observations

Observers should take detailed field notes describing what they saw and experienced during each observation session. These notes will be invaluable later in the analysis stage, so be sure to document all relevant impressions, behaviors, comments, patterns, and concerns.

Document detailed field notes

Carefully review the collected data, identify patterns and trends, and compare findings against the original research objectives. If working with a team, conduct a debrief session to discuss overall insights and impressions. Then, categorize and synthesize data in a meaningful way to create actionable insights.

Analyze the data

Summarize the key findings, insights and recommendations in a comprehensive report. The report should touch on sample characteristics, the settings, methods used, and any limitations of the study. Be sure to include clear action plans based on your insights to improve the overall UX design.

Create a report

Writing utensils, cameras and recording equipment

Observing users interacting with a product can be a great way to understand the usability of a product and to some extent the overall user experience.

How to Conduct User Observations

Web magazine about user experience matters, providing insights and inspiration for the user experience community

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User research requires two primary activities: observing and interviewing. In this article, User Observation in User Research, our focus is on our user behavior.  Observing is one of the vital activities as it provides us with the most accurate information on our users, including their tasks and needs.  Table of Contents What is user observation?Let us look […]

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There’s nothing more frustrating than starting usability testing based on product requirements, and finding out that usability is fine, you’re just missing the “usable” part of the product. And…

UX research — getting started with observations and interviews

Observations

This is about improving the initial experience of users when they first interact with a product or service. It involves creating intuitive tutorials, offering assistance, and ensuring a smooth transition from signup to full engagement.

Enhancing the User Onboarding Experience

User Flow

User Testing

Observations

Support the project