UX
Process Mapping
A practical UX and service design method for visualising a process from start to finish so teams can understand it, simplify it, and improve it.
How to use process mapping to make processes visible, identify inefficiencies and errors, and create clearer paths for improvement.
Quick take
If you want to understand how a process actually works, step by step, map it clearly.
Related Services
What it is
glossaryProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term mapping is a UX and serviceService DesignMap what happens across teams, systems, and touchpoints so services feel more joined up for users and easier to deliver internally.Open service method used to visualise the sequence of steps involved in completing a process.
It focuses on how activities glossaryDelightMoments that exceed user expectations.Open glossary term from start to finish, including decisions, inputs, outputs, and glossaryInteractionInteraction refers to any action a user takes within a product and how the system responds. It includes clicks, taps, gestures, and inputs that drive the user experience.Open glossary term.
Unlike guideWorkflow MappingVisualising how work moves across people, systems, and touchpoints so bottlenecks, handoffs, and inefficiencies become clearer.Open guide, which often highlights roles and glossarySystemA system is a collection of interconnected components that work together to achieve a specific function or outcome.Open glossary term, glossaryProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term mapping focuses on the structure of the process itself.
It is commonly represented using glossaryDelightMoments that exceed user expectations.Open glossary term diagrams that show actions, glossaryDecision PointA decision point is a moment in a user journey where a user must choose between actions that affect what happens next.Open glossary term, and paths.
The goal is to make glossaryProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term visible, understandable, and easier to improve.
Process mapping is most useful when the team needs a clear view of how a process actually works before it can improve it.
When to use it
Use this method when you need glossaryClarityClarity is how easily users can understand what is happening and what they need to do.Open glossary term on how something works.
It is most useful when:
It is less useful when:
Process mapping is often used alongside workflow mapping, task analysis, and service design.
Key takeaway
Use process mapping when the structure of the process itself needs to be made visible before you can simplify or improve it.
How to run it
Set up properly.
Before you start, be clear on the glossaryProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term you are mapping, the start and end points, and what level of detail is needed.
Use real glossaryDataData is raw information collected and stored for analysis, processing, or decision-making.Open glossary term and glossaryStakeholderA stakeholder is any individual or group with an interest in a product, project, or outcome, including internal teams and external parties.Open glossary term input where possible.
Run the method.
glossaryProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term mapping is structured and systematic.
Define the start and end of the glossaryProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term. Map each step in sequence. Identify glossaryDecision PointA decision point is a moment in a user journey where a user must choose between actions that affect what happens next.Open glossary term. Capture inputs and outputs. Visualise the glossaryDelightMoments that exceed user expectations.Open glossary term clearly.
Focus on glossaryClarityClarity is how easily users can understand what is happening and what they need to do.Open glossary term and accuracy.
Capture and make sense of it.
The value comes from seeing the full glossaryProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term.
Look across the map to identify unnecessary or duplicated steps, delays or bottlenecks, points of failure or error, and opportunities to simplify.
Use this to improve glossaryEfficiencyEfficiency measures how quickly and easily users can complete tasks once they are familiar with a system.Open glossary term and glossaryClarityClarity is how easily users can understand what is happening and what they need to do.Open glossary term.
What to look for
Focus on:
Where it goes wrong
Most issues come from:
If it’s not accurate, it won’t be useful.
What you get from it
Done properly, this method gives you:
Key takeaway
It helps you make processes simpler, faster, and more reliable.
Get in touch
If this sounds like something you need, we can help you map and improve your glossaryProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term so they are clearer, faster, and easier to use.
No guesswork. No assumptions. Just glossaryClarityClarity is how easily users can understand what is happening and what they need to do.Open glossary term you can act on.
FAQ
Common questions
A few practical answers to the questions that usually come up around this method.
What is process mapping in UX?
It is a method used to visualise how a glossaryProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term glossaryDelightMoments that exceed user expectations.Open glossary term from start to finish.
When should you use process mapping?
Use it when analysing or improving glossaryProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term.
How is it different from workflow mapping?
glossaryProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term mapping focuses on steps and glossaryDelightMoments that exceed user expectations.Open glossary term, while guideWorkflow MappingVisualising how work moves across people, systems, and touchpoints so bottlenecks, handoffs, and inefficiencies become clearer.Open guide includes roles and systems.
What does a process map include?
Steps, decisions, inputs, outputs, and glossaryDelightMoments that exceed user expectations.Open glossary term.
Does process mapping improve UX?
Yes. It helps streamline glossaryProcessA process is a defined sequence of steps used to achieve a specific outcome.Open glossary term and reduce glossaryFrictionFriction refers to anything that slows users down or makes it harder for them to complete a task. It can be caused by poor design, unnecessary steps, unclear messaging, or technical issues.Open glossary term.