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If you missed part one of this story, check out our previous post to see how Mozilla uses Lucidchart while designing an exceptional user experience.

John Gruen photo

John Gruen started at Mozilla as a UX designer and has since switched teams to become a senior product manager over TestPilot, a platform that tests experimental Firefox features. In our previous post, we explained how John and his colleague Ryan Feeley created user flow diagrams in Lucidchart to prevent duplicate artifacts and capture an entire flow on one screen. When John started in this new role, he realized Lucidchart could meet his needs again for a new challenge.

Keeping product managers and UX designers on the same page

While designing on his own, John usually prefers to build interactive mockups in HTML, CSS, and Javascript to test the user experience himself. However, John found that method difficult to maintain once design was no longer his primary job and once he realized the designers on his team worked more in Photoshop and Sketch and less in code.

Without the time or bandwidth to use his regular method, John needed a way to show his team the current state of the application and to communicate different points of the application they should work on. And once again, these Mozilla employees worked in separate places. The design team was located in Taipei, thousands of miles away and 12 hours ahead of John, who was still located in New York.

So John creates and shares user flow diagrams in Lucidchart.

Test Pilot user flows

Need to create your own user flow diagrams? Get started with this Lucidchart template.

Mozilla designers work in other programs, like Illustrator and Sketch, to produce pixel-perfect mockups, but John explains that pixel-perfect mockups aren’t a valuable use of time until the later stages of the design process. “It’s better for us to be working at a fidelity that matches the problem that we’re trying to solve.”

As an example, one of the designers on John’s team created high-fidelity mockups of the application early on in the design process. At that point, those mockups explained an idea still locked inside the designer’s head. John didn’t understand the context. He needed more than an image of one screen—he needed to know how he got to that particular screen and how he would move away from it to the next stage of the process. He asked the designer if they could step back and look at the entire application first.

Thanks to Lucidchart’s ease of use, John’s team can quickly define user flows with a high-level diagram and make sure everyone understands how the application works before the designers spend long hours on high-fidelity mockups. John states, “Any tool that lets you crank out ideas fast and convey meaning fast… that’s obviously a win.” Tweet this!

Simplifying and defending processes with service blueprints

John has also used Lucidchart for service blueprinting, a technique used to model multi-touchpoint services. Many designers see these blueprints as an extension of a customer journey map—they show the customer journey, as well as all the interactions that occur behind the scenes to make that journey happen.

While John has used this technique to pitch ideas internally and generate buy-in, he plans to start blueprinting again for public communications about TestPilot and the process Mozilla uses to approve new features. In Lucidchart, John can easily visualize the process and add that image to a blog post. The service blueprint simplifies an otherwise complicated process for users who want to learn more about TestPilot without too much trouble.

Lucidchart = complete diagrams that are easy to create, share, and update

John noted several points of value in his experience with Lucidchart, including how easy the diagrams are to share, publish, and keep up to date.

One of the most valuable aspects, however, relates back to his and Ryan’s original need for the diagramming tool. It offers the ability to model an entire application—though John still likes interactive wireframes, the user flow diagrams he builds in Lucidchart allow him and the team to see what users experience all at once, without having to click through mockups to see what comes next.

“It’s the best way I know to map a global view of something. The fact that I can do that asynchronously and remotely for my company is invaluable.”

It makes sense that Mozilla and Lucidchart fit together: Mozilla believes the Internet allows people to collaborate and build great things. Lucidchart, the top web-based diagramming tool, proves it.