Multi-Service Flow Mapping Project

Developed a comprehensive, interactive flow map, detailing the complete user journey from initial service search through to booking and account management. This project provided a strategic overview of the company's core offerings (Gas, Electrical, EPC), helping stakeholders understand the intricate decision trees users navigate to find and purchase the correct certification for their property.

The platform offers a diverse range of services, each with its own set of requirements and variables (e.g., number of appliances, property size, landlord status). The business owner needed a single, high-level visual asset to comprehend the complexity of the user's journey. The goal was to visualize the different paths users could take to identify and select a service, enabling the team to pinpoint potential points of friction and opportunities for simplification.

I created a detailed, interconnected flow map that served as a blueprint of the user experience. The solution was more than just a diagram; it was a strategic tool that:

Categorized and Visualized Service Paths: I broke down the user journey into three distinct and logical flows: Gas, Electrical, and EPC. Each path was meticulously mapped to show how users select their specific needs, from the type and quantity of appliances to property size.

Illustrated Key Decision Points: The map clearly highlights every "Yes/No" or choice-based decision a user must make, such as whether they are a new or returning customer, or if they require a specific type of test (e.g., an EICR vs. a PAT).

Connected the Entire Ecosystem: I linked the booking flows to the separate, but critical, user journey for registered landlords accessing their dashboard and managing property compliance. This showed how all parts of the site work together.

Provided a Foundation for Optimization: By visualizing the entire system, the map identified redundant steps and potential dead-ends, laying the groundwork for a more streamlined, logical, and user-friendly experience.

The flow map became a foundational tool for the team. It provided the clarity needed to:

Streamline the Booking Process: The visual overview helped the team identify opportunities to reduce clicks and simplify forms, directly improving the user's ability to complete a booking quickly.

Enhance Cross-Functional Communication: The map served as a universal language for the development, marketing, and sales teams to discuss and align on the user experience.

Inform Future Product Development: By understanding the existing framework, the business is now better equipped to strategically add new services and features to the platform without complicating the user journey.