User Flow

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Template validated by Andrew Nguyen, VP of Product at Loop

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 Project name

Before mapping, identify…

Users are anybody interacting with your system. A user can be a customer, person, system, or
Users organization.

Outline 1) your happy path, and 2) your unhappy path. When you test the happy path, you test
actions you want the user to take. The unhappy path, you test actions you do not want the user to
Objective take. This is not where you want your users to be, but they end up there because they're not
qualified to follow the happy path, or they explicitly chose a different path (rejected
product/feature/upsell).

How do users find your product? Is it organic or paid traffic? Referral sites, email? Different entry
Traffic source points highlight how customers are using your product and how you can cater it to their needs. More
importantly, these points can be the entryway for your diagram.

To get conversion you need to give the right information, at the right time. What information does
The what and when
your user need? What actions they should take to move towards the target objective?
 Possible end
Variation A: One User result

Task #1

Qualifying
factor

Task #2

End result #1
 Variation B: Multiple users
User 2

User 1

Action #1 Action #2 Action #3

User 3
 End result: Create a new doc

Example A: Document management software

Single user. Someone logging onto the platform and creating a doc as their first option (first time or
Identify users actors returning user).

Log-in phase: User wants access to platform. Document creation phase: User wants to create a
Outline the Objective visually pleasing and organized document in as little time as possible.

Paid traffic (e.g. Facebook; Google Ads), organic discovery through pre-made templates, and word of
Identify discovery source mouth.

Clear direction at every step of the login process. Once in the platform, the most obvious and
attention-grabbing CTA needs to be “Add new document.” When user click this, they need
What and when of the need
choice/options, presented in an understandable and not overwhelming way. Next possible steps
always need to be clear.
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 End result: food delivery and confirmation

Example B: Food delivery app (from customer perspective)

Identify users Restaurant owner/workers; delivery person; customer

Outline the Objective Successfully order and deliver food from restaurant to delivery location

Identify discovery source Paid traffic

Ongoing direction and information for all users, especially for customers and delivery person.

Assuming customer has already selected restaurant. Restaurant will have previously updated their
offerings. Within restaurant page, customers need to understand what they are ordering (dish names,
prices, images). They need to be able to edit cart, review before confirmation, and pay seamlessly.
What and when of the need
Upon confirmation, they need to know delivery time, which is dependent on restaurant capacity and
delivery person. Restaurant needs to confirm it has handed off food to delivery person. Delivery
person needs to know final address. Once food is delivered, delivery person has to confirm order;
customer has option to rate experience.
 Food order user flow
Delivery Driver

Restaurant Owner

Add Item to Remove Item Make Order Confirm Food Confirm

Edit Menu Review Menu Review Order Enter Address
Cart from Cart Payment Order Delivery

Customer
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