Map the User Journey
Draw one complete task as a line: where they enter, how many steps, where each step might branch, and what happens when they can't continue.
What you'll run into
- 主流程能走通，稍微不按预期操作就卡死
- 用户填到一半退出，回来发现全没了
- 让 AI 一页页做，每页都对，串起来发现少了一步
How to draw it
| 步骤 | 做什么 |
|---|---|
| 定起点 | 用户从哪进来。首页、搜索结果、推送、还是别人发的链接。起点不同，他知道的信息不一样 |
| 列主路径 | 顺利情况下的每一步。控制在三到五步，超过就该考虑拆或简化 |
| 标判断点 | 每一步之后问一句：这里会不会有分支。用菱形标出来，两条路都要画 |
| 补异常出口 | 每一步都问：他中途走了怎么办、失败了去哪、没权限怎么办 |
| 画返回路径 | 每个终点都要能回到起点或某个稳定位置，不能是断头路 |
Where branches come from
Four places tend to sprout branches. Ask each one as you draw.
- Different identity. Logged in or not, free or paid, what role. The same button can produce different results for different people.
- Different data state. First-time or returning user, whether there's history data, what state the current object is in.
- Operation fails. Network drops, validation fails, permission denied, someone else edited it concurrently. Each one lands somewhere different.
- User leaves midway. Switches away, closes the page, gets a phone call. When they come back, can they pick up where they left off?
The last one matters especially on mobile. Assume the user can be interrupted at any moment, and every step's intermediate result should be preserved—this judgment directly changes your data design, because you need somewhere to store drafts.
Add an emotion line
After the journey is drawn, mark the user's state under each step: anxious, hesitant, worried about mistakes, eager to finish. That's a user experience map.
| 步骤 | 他在想什么 | 于是这一步要 |
|---|---|---|
| 选择客户 | 客户有点多，找起来烦 | 支持搜索，把最近合作的排前面 |
| 勾选记录 | 别漏了，漏了要重来 | 显示已选数量和总额，支持全选 |
| 有未确认的 | 又要跳走，回来还得重选 | 就地处理，或者保住已勾选的状态 |
| 生成对账单 | 格式对不对，客户能看懂吗 | 先给预览，确认之后再发出去 |