Buy Online Pick-up In Store — Operational Experience¶

End-to-end human journey for Buy Online Pick-up In Store.
Modelled using the UC-BoK Experience Model (SPEC-016 / ADR-016).

Journeys¶

Journey	Actor	Touchpoint	Channel	Tasks	Type
BOPIS — Customer Journey	Customer	`mobile-app`	`online`	5	Happy path
BOPIS — Store Associate Journey	Store Associate	`mobile-device`	`mobile-in-store`	6	Happy path
BOPIS — Store Manager Exception Journey	Store Manager	`back-office-workstation`	`back-office`	2	Variant of `bopis-store-associate`

End-to-End Sequence¶

Happy-path flow across all actors.

sequenceDiagram
    participant customer as Customer
    participant store_associate as Store Associate
    participant APP as Ecommerce Platform
    participant OMS as Oms
    participant Pay as Payment Hub
    participant POS as Pos
    participant SIM as Sim

    customer->>APP: Browse and Select Product
    APP-->>customer: BasketItemAdded
    customer->>APP: Select BOPIS Fulfilment
    customer->>APP: Complete BOPIS Checkout
    APP-->>customer: OrderCreated
    customer->>APP: Receive Pickup Ready Notification
    APP-->>customer: OrderReadyForCollection
    customer->>POS: Collect Order In Store
    POS-->>customer: OrderCollected
    store_associate->>POS: Receive Pick Notification
    POS-->>store_associate: PickingTaskAssigned
    store_associate->>POS: Locate Reservation
    store_associate->>POS: Pick Reserved Items
    POS-->>store_associate: ItemPicked
    store_associate->>POS: Pack BOPIS Order
    POS-->>store_associate: OrderPacked
    store_associate->>POS: Mark Order Ready for Collection
    POS-->>store_associate: OrderReadyForCollection
    store_associate->>POS: Hand Off Order to Customer
    POS-->>store_associate: OrderCollected

BOPIS — Customer Journey¶

End-to-end journey of a customer purchasing online and collecting in-store. Covers product discovery, BOPIS selection, checkout, notification receipt, and in-store collection.


Actor	Customer
Touchpoint	`mobile-app`
Channel	`online`
Precondition	Customer has access to a digital channel (web or app); at least one store has the item in stock.
Postcondition	Order is collected, payment captured, reservation closed.

🔍 Step 1 — Browse and Select Product¶

Customer searches the product catalogue, selects a product and variant (size, colour), and verifies in-store stock availability at their preferred store.

Direction	Business Objects
Input	`product`, `catalogue`
Output	`basket`

Capabilities: catalogue-management basket-management inventory-visibility

Events: BasketItemAdded

Interactions:

#	Interaction	Type	Input	Output	Event
1	Search Product Catalogue	🔎 search	`catalogue`	`product`	—
2	Select Product Variant	🟦 input	`product`	`product`	—
3	Check Store Availability	🔎 search	`store`	`inventory`	—
4	Add to Basket	📥 capture	`product`	`basket`	`BasketItemAdded`

📥 Step 2 — Select BOPIS Fulfilment¶

Customer selects Buy Online Pick-up In Store as the fulfilment method, choosing the pickup store from available locations with confirmed stock.

Direction	Business Objects
Input	`basket`, `store`, `inventory`
Output	`basket`

Capabilities: basket-management inventory-visibility

Interactions:

#	Interaction	Type	Input	Output	Event
1	Select Pickup Store	🟦 input	`store`	`basket`	—
2	Confirm BOPIS Selection	✅ confirm	`basket`	`basket`	—

⚙️ Step 3 — Complete BOPIS Checkout¶

Customer reviews order summary, enters payment details, and submits the order. Inventory is reserved and payment is authorised.

Direction	Business Objects
Input	`basket`, `payment`
Output	`order`, `reservation`, `payment`

Capabilities: checkout payment-processing order-management inventory-visibility

Events: OrderCreated InventoryReserved PaymentAuthorised

Interactions:

#	Interaction	Type	Input	Output	Event
1	Review Order Summary	👁️ review	`basket`	`basket`	—
2	Enter Payment Details	📥 capture	`payment`	`payment`	—
3	Submit Order	⚙️ execute	`basket`	`order`	`OrderCreated`

Pre: Basket must contain at least one item with confirmed in-store stock. Post: Order is confirmed, inventory reserved, payment authorised.

👁️ Step 4 — Receive Pickup Ready Notification¶

Customer receives notification (email, SMS, or push) that their order is ready for collection at the selected store.

Direction	Business Objects
Input	`order`

Capabilities: order-management

Events: OrderReadyForCollection

Interactions:

#	Interaction	Type	Input	Output	Event
1	View Pickup Ready Notification	🔔 notify	`order`	—	`OrderReadyForCollection` ←

🤝 Step 5 — Collect Order In Store¶

Customer arrives at the store collection point, presents their order reference or QR code, and receives their order from the store associate.

Direction	Business Objects
Input	`order`, `reservation`
Output	`order`

Capabilities: fulfillment-execution store-operations

Events: OrderCollected PaymentCaptured

Interactions:

#	Interaction	Type	Input	Output	Event
1	Present Order Reference	🟦 input	`order`	`order`	—
2	Receive Parcel	✅ confirm	`order`	`order`	`OrderCollected`

Post: Order status is Collected, payment captured, reservation closed.

BOPIS — Store Associate Journey¶

Journey of the store associate fulfilling a BOPIS order — from pick notification receipt to customer handoff. Covers reservation lookup, picking, packing, and collection confirmation.


Actor	Store Associate
Touchpoint	`mobile-device`
Channel	`mobile-in-store`
Precondition	A BOPIS order has been confirmed by the customer; PickingTask has been assigned to this store.
Postcondition	Order collected, payment captured, reservation closed, inventory updated.

👁️ Step 1 — Receive Pick Notification¶

Store associate receives a pick notification on their device indicating a new BOPIS order is ready to be picked from the shop floor or stock room.

Direction	Business Objects
Input	`picking-task`, `order`

Capabilities: fulfillment-execution store-operations

Events: PickingTaskAssigned

Interactions:

#	Interaction	Type	Input	Output	Event
1	View Pick Notification	🔔 notify	`picking-task`	—	`PickingTaskAssigned` ←

🔍 Step 2 — Locate Reservation¶

Store associate searches for the reservation associated with the pick notification, verifies its status, and confirms the items to be picked.

Direction	Business Objects
Input	`picking-task`, `reservation`
Output	`reservation`

Capabilities: fulfillment-execution inventory-visibility

Interactions:

#	Interaction	Type	Input	Output	Event
1	Search Reservation by Order Reference	🔎 search	`picking-task`	`reservation`	—
2	Verify Reservation Status	👁️ review	`reservation`	`reservation`	—
3	Confirm Reservation Located	✅ confirm	`reservation`	`reservation`	—

Pre: PickingTask must be in status Assigned.

⚙️ Step 3 — Pick Reserved Items¶

Store associate locates and picks each item listed in the reservation from the specified shelf location, scanning each item to confirm pick.

Direction	Business Objects
Input	`reservation`, `inventory`, `picking-task`
Output	`picking-task`

Capabilities: fulfillment-execution inventory-visibility

Events: ItemPicked

Interactions:

#	Interaction	Type	Input	Output	Event
1	Navigate to Shelf Location	👁️ review	`picking-task`	`inventory`	—
2	Scan Item Barcode	🟦 input	`inventory`	`picking-task`	`ItemPicked`
3	Confirm Item Picked	✅ confirm	`picking-task`	`picking-task`	—

Pre: Reservation status is Reserved; items are available at listed locations. Post: All items confirmed picked; PickingTask updated to Picked.

⚙️ Step 4 — Pack BOPIS Order¶

Store associate packs the picked items, adds any packing materials, and affixes the order label with customer name and order reference.

Direction	Business Objects
Input	`picking-task`, `order`
Output	`order`

Capabilities: fulfillment-execution

Events: OrderPacked

Interactions:

#	Interaction	Type	Input	Output	Event
1	Confirm All Items Picked	✅ confirm	`picking-task`	`picking-task`	—
2	Print Order Label	🖨️ print	`order`	`order`	`OrderPacked`

⚙️ Step 5 — Mark Order Ready for Collection¶

Store associate marks the order as ready for collection in the system. This triggers the customer notification (email, SMS, push).

Direction	Business Objects
Input	`order`
Output	`order`

Capabilities: fulfillment-execution store-operations

Events: OrderReadyForCollection

Interactions:

#	Interaction	Type	Input	Output	Event
1	Mark Order Ready for Collection	⚙️ execute	`order`	`order`	`OrderReadyForCollection`

Post: Order status is ReadyForCollection; customer notification dispatched.

🤝 Step 6 — Hand Off Order to Customer¶

Store associate verifies the customer's identity via order reference or QR code, hands over the parcel, and confirms collection in the system. Payment is captured.

Direction	Business Objects
Input	`order`, `reservation`, `payment`
Output	`order`, `payment`

Capabilities: fulfillment-execution payment-processing store-operations

Events: OrderCollected PaymentCaptured ReservationClosed

Interactions:

#	Interaction	Type	Input	Output	Event
1	Scan Customer QR Code	🟦 input	`order`	`order`	—
2	Verify Customer Identity	✅ verify	`customer`	`order`	—
3	Confirm Collection	⚙️ execute	`order`	`order`	`OrderCollected`

Pre: Customer presents valid order reference or QR code. Post: Order status is Collected; payment captured; reservation closed.

BOPIS — Store Manager Exception Journey¶

Exception journey for the store manager when a BOPIS order cannot be fulfilled as picked (item unavailable, damaged, or substitution required). Covers review, decision, and customer communication.


Actor	Store Manager
Touchpoint	`back-office-workstation`
Channel	`back-office`
Precondition	Store associate has flagged a picking exception; at least one item cannot be fulfilled.
Postcondition	Decision made — order either substituted (with customer consent) or cancelled and refunded.

👁️ Step 1 — Review Unfulfillable Reservation¶

Review Unfulfillable Reservation is performed as part of the bopis process by the store manager.

Direction	Business Objects
Input	`reservation`, `inventory`, `picking-task`
Output	`reservation`

Capabilities: store-operations inventory-visibility

Events: ReviewUnfulfillableReservationCompleted

Interactions:

#	Interaction	Type	Input	Output	Event
1	Review Review Unfulfillable Reservation	👁️ review	`reservation`	`reservation`	—
2	Acknowledge Review Unfulfillable Reservation	✅ confirm	`reservation`	`reservation`	`ReviewUnfulfillableReservationCompleted`

🔑 Step 2 — Authorise Substitution or Cancellation¶

Authorise Substitution or Cancellation is performed as part of the bopis process by the store manager.

Direction	Business Objects
Input	`reservation`, `order`, `payment`
Output	`order`, `reservation`, `payment`

Capabilities: store-operations returns-management payment-processing

Events: AuthoriseSubstitutionOrCancellationCompleted

Interactions:

#	Interaction	Type	Input	Output	Event
1	Review for Authorise Substitution or Cancellation	👁️ review	`reservation`	`order`	—
2	Authorise Authorise Substitution or Cancellation	🔑 auth	`reservation`	`order`	`AuthoriseSubstitutionOrCancellationCompleted`

Process: Process Catalog
Experience Index: All Operational Experiences

EXP-BOPIS — Buy Online Pick-up In Store Operational Experience — UC-BoK v0.9-alpha

Buy Online Pick-up In Store — Operational Experience¶

Journeys¶

End-to-End Sequence¶

BOPIS — Customer Journey¶

🔍 Step 1 — Browse and Select Product¶

📥 Step 2 — Select BOPIS Fulfilment¶

⚙️ Step 3 — Complete BOPIS Checkout¶

👁️ Step 4 — Receive Pickup Ready Notification¶

🤝 Step 5 — Collect Order In Store¶

BOPIS — Store Associate Journey¶

👁️ Step 1 — Receive Pick Notification¶

🔍 Step 2 — Locate Reservation¶

⚙️ Step 3 — Pick Reserved Items¶

⚙️ Step 4 — Pack BOPIS Order¶

⚙️ Step 5 — Mark Order Ready for Collection¶

🤝 Step 6 — Hand Off Order to Customer¶

BOPIS — Store Manager Exception Journey¶

👁️ Step 1 — Review Unfulfillable Reservation¶

🔑 Step 2 — Authorise Substitution or Cancellation¶

Related¶