Product and UX Content
User Flow Copy Map
Map every copy need across a user flow's steps, decisions, prerequisites, transitions, interruptions, errors, alternatives, and completion points.
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Blank template
The downloaded file contains the same fields in editable Markdown.
Flow definition
- Flow and user goal
- [Enter]
- Start and end states
- [Enter]
- Entry points
- [List]
- Roles, plans, and permissions
- [List]
- Prerequisites
- [List]
- Commitment or irreversible action
- [Describe]
- Safe exit or cancellation
- [Enter]
- Flow owner and release
- [Enter]
State card
Duplicate for every state.
- State ID and name
- [Enter]
- Trigger
- [User action / System event / Return]
- System truth
- [What actually happened?]
- User question
- [What do they need to know?]
- Heading, label, and supporting copy
- [Draft]
- Variables and fallback
- [Enter]
- Available actions
- [Primary / Secondary / Exit]
- Next possible states
- [List]
- Evidence and owner
- [Requirement/test]
Coverage audit
- Unknown state
- [Describe]
- Owner and deadline
- [Enter]
- Entry, first use, return, and interrupted-session states are mapped.
- Loading, empty, disabled, denied, offline, and partial states are mapped.
- Validation, system failure, timeout, and duplicate action are mapped.
- Review, confirmation, delayed completion, and reversal are mapped.
- Notifications and emails match the in-product state.
- Privacy, security, accessibility, and support alternatives are included.
Implementation QA
- Build/prototype reference
- [Enter]
- Roles and data tested
- [Enter]
- Device/browser/assistive technology
- [Enter]
- Network or interruption test
- [Enter]
- Mismatch between map and build
- [List]
- Resolution owner
- [Enter]
- Approved version
- [Enter]
- Monitoring and update trigger
- [Enter]
How to use this template
- Define the user goal, entry states, flow boundary, roles, prerequisites, commitments, and exits.
- Enumerate every step, branch, transition, interruption, failure, and completion state.
- Record the user question, system truth, copy need, variables, action, and next state.
- Assign unresolved behavior and content decisions to accountable cross-functional owners.
- Test the map against the implemented flow and maintain it with each material release.
Establish the flow boundary and entry states
Name the user goal, where the flow begins and ends, and which prior decisions or permissions affect it. Inventory entry points from search, email, navigation, deep links, notifications, and interrupted sessions. Two people reaching the same screen may need different context because one is creating something and another is returning after failure. Record roles, plans, locales, devices, and prerequisites only where they change behavior. Include exits and safe cancellation. A flow map should reveal when the product asks users to commit time, money, data, or irreversible action.
Pair every state with a user question
For each step, document trigger, system state, what the user knows, available choices, required copy, variables, and next states. Cover loading, empty, partial data, disabled, permission denied, offline, validation, system error, timeout, duplicate, success, and delayed processing. Labels should remain consistent across buttons, headings, navigation, notifications, and help. Where the system cannot know the cause, do not write an overly specific error. Where a choice has consequences, explain them before action and provide a review state or reversible path when appropriate.
Use the map for cross-functional QA
Assign behavior and copy questions to product, engineering, design, content, support, privacy, accessibility, and localization owners. Link each state to a prototype or build reference and mark unimplemented or unverified paths. Walk the map in a working environment using keyboard, zoom, screen reader, network interruption, different roles, and realistic data. Compare notifications and emails with the in-product result. Keep the map versioned with the release and update it when telemetry or research reveals an unrecognized state; otherwise teams will optimize the happy path while support handles the missing journey.
See the fields in context
Fictional example: generate a download
PaperBrook is an invented product. The states below are illustrative, not GPTHuman behavior.
- Start: A fictional signed-in editor selects three documents.
- States: Ready, generating, one file unsupported, generation failed, complete, link expired, and generate again.
- Content gap: The original happy path had no message explaining that an expired imaginary link does not delete source documents.
- Resolution: Add that system truth and a safe regeneration action.
- QA: Test the same state through in-product copy and the fictional completion email.
Frequently asked questions
How detailed should a flow map be?
Detailed enough to distinguish behavior, user decisions, copy, and ownership without documenting irrelevant implementation internals.
Should modal dialogs be separate states?
Yes when they introduce a decision, consequence, interruption, error, or information the user must understand.
Who maintains the map?
Assign a product or content owner with access to release changes and cross-functional decisions.
Can analytics reveal every missing state?
No. Combine telemetry with implementation inspection, support evidence, usability research, and deliberate failure testing.