Mapping 10 key user flows of a product

Mapped 10 key user flows of an application and identified heuristic challenges with usability problems.

Business challenge

  • unclear user flows & current state of heuristics

  • complex application with very long time understand by end user.

  • onboarding took many many hours even for our internal consultants

  • moving from Saas application to self service

Scope

  • communicated and collaborated with Product Management, VPs, Sales, Training, Projects

  • identified major flows with them & assured alignment among mentioned teams

Impact & solution

Stakeholder alignment. Interviewed key stakeholders about main user flows.


Cross-functional collaboration. Prepared a 30 person workshop for engineering and product management. Respective teams conducted heuristics evaluation.


Strategic focus. Analyzed results and proposed challenging areas to be placed on the product roadmap.

Lessons learned

👉 Participation of cross-functional roles in the process makes people care about the final result


👉 Awesome effort from design team, but lack of support from top management (feature factory vs user-centered organization)


👉 Heuristics analysis is a cheap and powerful team and all product (eng/product/design) can get involved


👉 Some engineers started fixing the usability catastrophes, but overall company reorg came and the whole project fell apart.


👉 Design projects need to be on a product roadmap otherwise the success will not happen.


👉 The trio discussions - PM, eng, design, should be present while scoping out strategic decisions.