Review a customer flow in one session.
A working method for product, legal and support teams: set the scope, capture the evidence, assess each screen and recheck after release.
Founder of Flowlane
01Scope
Decide what you review before you open the flow.
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Scope
Decide what you review before you open the flow.
02Capture
Walk it as a customer and keep every screen.
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Capture
Walk it as a customer and keep every screen.
03Assess
One question per screen: what does the customer see, and when?
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Assess
One question per screen: what does the customer see, and when?
04Recheck
After every release, walk the same route again.
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Recheck
After every release, walk the same route again.
Evidence that holds up
Keep what an adviser can check.
Holds up
✓ The full screen with URL, date and device.
✓ Every step from the account page to the confirmation, each one saved.
✓ The reminder email as received, with its send date.
Weak
− A cropped screenshot without date or context.
− “Cancelling is hard”, without the screens.
− A template from the CRM, not the message that was sent.
Your review record
One row per observation.
Download the template with an example row. Keep it with your release notes.
| Flow | Market | Step | Screen | What was seen | Evidence | Open question | Proposed change | Owner | Recheck |
|---|---|---|---|---|---|---|---|---|---|
| Sign-up | UK | Plan choice | 02 | Ongoing price only in the terms | s02.png, 5 Oct 2026 | Is the price in the welcome email? | Show £24/month beside £9 | Product | Next release |
Questions teams ask
What should we do with what we find?
Keep each observation with its screen, date and market, share the record with your advisers, and recheck the same screens after every release. If you want a second pair of eyes, bring the flow to a walkthrough.
How long does one flow take to check?
Plan one working session per flow: walk it, save each screen and fill in the record. App flows and account states take longer.
Which flow should we start with?
The one most customers use. For subscriptions that is usually sign-up, then cancellation; for retail, the checkout.
Tobias Reittinger
Founder of Flowlane
My research examines how digital nudges influence decisions in user interfaces. With Flowlane, I apply that perspective to customer flows.
Keep reading
The UK rules for checkout and subscription flows.
The subscription regime expected January 2027, and the pricing rules in force since April 2025.
Tobias ReittingerThe Australian rules for checkout and subscription flows.
Fees, subscriptions and cancellation under the rules from 1 July 2027.
Tobias ReittingerReview a customer flow in one session.
Scope, capture, assess and recheck one flow, with a record template.
Tobias Reittinger