In order to gain insights into WGU at a systems level and identify how the different components communicate with one another, we developed a flow model as recommended in the contextual design process. The model was used to understand the different entities that make up WGU in greater detail and visualize the interactions between them. We wanted to gain a better understanding of what information is being passed from each component of the WGU system. This helped us identify areas which needed improvement in which our mobile application could address. It also provided insights into which entities could be effected by having the app target specific interactions between them. Combining the flow model with our interview findings allowed us to see the participants’ personal pain points in the system. From there we were able to refine our flow model and identify generalizable pain points in the greater system that the app could improve.