Sitemaps / User Flows

For a secure mobile chat feature built into the Barclays Mobile Banking App, one of the key UX Design tasks for the project was to define two parallel user flows between a customer and a call centre agent. Based on interviews with call centre workers and with input from back-end developers, I identified three key scenarios that would categorise all potential interactions that would occur within the chat interface, and produced a corresponding user flow. From this document, we were able to identify what key systems would be required to deliver the product and flag potential security and compliance risks. This enabled the development team to proceed to design the back-end system required to deliver the project.