Flow+Model



“A flow model is a representation of how work is broken up across people and how it is coordinated to get the whole job done.” (Benyon, Turner, 2005) There are various areas where a flow model could be created. It enables individuals to locate their “roles” and responsibilities. A flow model is essentially a diagram for individuals to check over what their responsibilities are, and what they should carry out. For instance, the flow chart may be modeled to the perspective of a general manager or from the perspective of an employee. It doesn’t matter what your position you hold because both are nevertheless still regarded as a position that are tied to a specific task that needs to be accomplished. In addition, flow models are designed to illustrate the individuals responsibilities. It enables the individuals to observe the problems that may be encountered while at work. This allows for both employee or management to address the crisis before it actually happens if possible. The flow model shows everyone who is responsible for a specific task or area, so if problems arise, individual will know who they should get in touch with to resolve the problem immediately. In the flow model, Beyer and Holtzblatt address eight critical components: individual, responsibilities, groups, flow, artifacts, communication topic/action, places, and breakdowns.

//Individuals// are the ones who are apart of the process. Beyer and Holtzblatt advise us that we need to consider individuals themselves as oppose to their “generalized roles.” For instance, by giving each individual a labeled name such as “user 1, user 2”, it allows the individuals to be anonymous. (Benyon, Turner, 2005)

//Responsibilities// are tasks that each individual is accountable for executing.

//Groups// consist of a number of individuals. They are responsible for executing the same task. Beyer and Holtzblatt mention that individuals may be categorized as a “group” if per say they hold the same job title that usually requires one person, by grouping everyone who holds that same job title, they could be referred to as a group. For instance, secretaries at an office, there’s usually one person at the front desk, but if we combine all the secretaries around the world, and because they interact with their members in a similar way, and they are usually responsible for similar tasks, they could be categorized as a “group.”

//Flow// is the style of communication each individual and group member is engaged in. Flow is essential to the flow model because everyone needs to be on the same page, and recognize who is responsible for what. Flow could be formal, where individuals are communicating verbally or informal where they’re sending each other invoices. (Benyon, Turner, 2005)

//Artefacts// are considered the formal part of communication. (Benyon, Turner, 2005) Artefacts could range from invoices, memos, and could also be conversations that were carried on with another individual where they’ve made a compromise as to what they should be doing. (Benyon, Turner, 2005).

The //communication topic or action// is what is currently being discussed with each other. The action is what needs to be done.

//Places// are where things happen, i.e. the office, hall way, board room. Anywhere the job is being done.

//Breakdowns// may occur in communication and coordination. (Benyon, Turner, 2005)

Example of Flow Model :


Benyon, David, Phil Turner, and Susan Turner. //Designing Interactive Systems//. London: Addison-Wesley, 2005.

Beyer, H. and Holtzblatt, K, (1998) //Contextual Design//. Morgan Kaufmann, San Francisco.