Communicating Issues with Processes

Livia Labate and I have been trying out new ways to help communicate issues we observe with flows. Here’s a high-level example.

Documenting Issues with Process

Use this tool to document the experiences you observe directly from users or from other metrics. This can reflect the experience of an individual user or a composite of similar user behaviors. The diagram can help communicate troublesome areas of a particular process in the user experience.

The idea is…
The more unexpected activities we add to a process the more room there is for complication.
The more a user slides the more likely they may fall and not achieve their goal.

To address this…
We must remember to better manage expectations and assist users in completing required tasks so they don’t fall.