Customer Flow

Understand how your customer
interacts with your product and create a seamless experience from the start.

Customer flow importance

Customer flows allow you to understand how customer interact with your product or service, the steps they take to complete a task, or achieve a goal, identifying your business opportunities. Customer flows predict problems your product or service may encounter, and we can provide a solution before the problem arises.

Customer flow can help you:

  • Organize paths that lead customers toward a main goal
  • Build and optimize content for your product or service
  • Test and evaluate paths with real customers before critical launches or implementations

Are you struggling with this?

  • Fear of forgetting to design certain pages for your platform.
  • Fear of forgetting to design call-to-actions that link certain pages together.
  • Not knowing where certain pages belong in the site hierarchy.
  • Deciding which pages should link to each other.
  • Not knowing which pages users should navigate to complete a task.
  • Simplifying movement for your users through the platform.
  • Understanding how the system interacts with user behavior.
  • Identifying why users might be stalling at a certain point.

Our Process

  • Understand your customer

    Understand your customer

    Understanding the customer's needs and motivations allows us to make informed choices when determining how to get customers into that flow-like state when interacting with your product. See how to learn more about your customer.

  • Determine how visitors find your website

    Determine how visitors find your website

    We should consider all the ways your customer could navigate the product to identify key pathways. When improving an existing product first we need to detect different entry points. They help us adapt the experience to what the customers need.

  • Identify what information your customers need

    Identify what information your customers need

    Now that we have a starting point, we should consider what information your customer needs and what actions they should take. To convert customers, we'll deliver them the right information at the time they need it most.

  • Creating a flow outline

    Creating a flow outline

    One quick way that we can explore different page flows is by creating a simple flow outline. Before creating the flow, a written outline helps us explore the content, and gives us a much more accurate assessment of the total number of pages required.

  • Map out your customer flow

    Map out your customer flow

    With all this information gathered, we can create a customer flow diagram. The customer flow will show the actual sequence of steps the customer will take to complete a task with the most logical path the customer should consider when interacting with the system.

  • Gather feedback, finalize, and share

    Gather feedback, finalize, and share

    Once we have finalized the customer flow diagram, we will share it with other team members. Making a flow at the beginning of the design process can reduce the risk of misunderstanding when about design specifications and rework.

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Related work

Some of the work we are proud of