Using flow diagrams in the design process
As a Product Designer at Avis, I tackled the intricate challenge of mapping the user flow for the car rental process—a task crucial for ensuring an intuitive customer experience. Given the complexity of the system, which includes numerous subsystems and potential edge cases, it was imperative to develop a tool that could handle the detailed design of these user flows effectively.
To achieve this, I crafted a specialised suite of UX Flow mapping tools using Sketch, Sketch Libraries, and Abstract. This allowed me to create tailored, stylistic flow diagrams that could be easily modified and exported in various formats to meet diverse business needs. Unlike conventional tools like Balsamiq that didn’t meet my standards, these custom tools enhanced my ability to deliver precise and scalable flow diagrams.
These tools proved invaluable not only in their flexibility and scalability but also in their capability for global collaborative use—essential in today’s interconnected work environments. The user flow diagram for the In-Rental stage of the Rental Journey, depicted here, is just one segment of a much larger schematic but effectively illustrates the comprehensive approach taken to simplify and enhance the customer’s interaction with our service.
