Use Process Flow Diagrams to understand user tasks
What Is This Technique?
A process flow diagram is a simple, visual tool that shows the exact steps a person takes to complete a task, from start to finish. It captures each action, decision and system interaction in the order they happen.
Where journey mapping focuses on how a user feels over time, and touchpoint analysis examines specific moments, a process flow diagram zooms in on what actually happens , step by step.
It's not about emotions or expectations. It's about task logic: who does what, in what order, and what happens next.
For example, if someone was seeking to see their latest exam results, a process flow diagram would show every step involved (from logging into the portal, to finding the latest results and downloading them) along with any decisions or delays along the way.
Why It Matters
Process flow diagrams help you (and your colleagues) understand how things really work. That's especially important at a large institution like Oxford, where processes often involve multiple departments, systems and assumptions.Here's how they help in practice:
They surface hidden complexity
Often, what seems like a simple user task (e.g. "Book a library induction") involves more steps, people or system dependencies than we think. A process flow reveals that complexity, so we can simplify it.
They support joined-up thinking
Many University services cut across teams. Mapping the process helps build a shared understanding of roles, responsibilities and sequence, crucial for cross-departmental collaboration.
They reduce confusion for users
By understanding the flow behind the scenes, we're better placed to design clearer user guidance, surface key actions at the right moment and reduce unnecessary steps.
They highlight opportunities to improve
Once we see the full picture, we can spot inefficiencies or pain points. Are users repeating information? Is a key step buried in an email? Are decisions delayed due to lack of visibility? Process flows help identify these blockers.
They bridge teams
Process diagrams are especially useful when working with developers, business analysts or service owners. They help non-UX colleagues quickly see how a service works and where change might help.
When to Use It
Use process flow diagrams when:
- You're not sure how a user task works across systems or teams
- You're hearing user complaints about a specific process
- You're planning changes to a digital or physical service
- You're working with operational or technical teams who need clarity
They work particularly well alongside other UX tools. For example:
- After a journey mapping exercise to clarify the mechanics of a key moment
- Before a touchpoint analysis to map what happens around a single step
Conclusion
Process flow diagrams give us a practical way to understand the nuts and bolts of how services are experienced. They help us work better with others, spot unnecessary friction and ultimately create more streamlined, user-friendly processes.
If you're ready to create one, we've put together a separate step-by-step guide to walk you through the process.
