Clienteling Sale — Operational Experience¶

End-to-end human journey for Clienteling Sale.
Modelled using the UC-BoK Experience Model (SPEC-016 / ADR-016).

Journeys¶

Journey	Actor	Touchpoint	Channel	Tasks	Type
Clienteling Sale — Associate Journey	Store Associate	`mobile-device`	`mobile-in-store`	6	Happy path

End-to-End Sequence¶

Happy-path flow across all actors.

sequenceDiagram
    participant store_associate as Store Associate
    participant CRM as Crm

    store_associate->>SYS: Retrieve Customer Profile Clienteling
    SYS-->>store_associate: CustomerProfileRetrieved
    store_associate->>SYS: Review Purchase History Clienteling
    SYS-->>store_associate: PurchaseHistoryReviewed
    store_associate->>SYS: Present Personalised Recommendations
    SYS-->>store_associate: RecommendationsPresented
    store_associate->>ASS: Review Guided Recommendation
    ASS-->>store_associate: recommendation-generated
    store_associate->>SYS: Build Clienteling Basket
    SYS-->>store_associate: ClientelingBasketUpdated
    store_associate->>SYS: Complete Clienteling Order
    SYS-->>store_associate: ClientelingOrderCompleted

Clienteling Sale — Associate Journey¶

Guided selling journey using customer profile, history, recommendations, and assisted order completion.


Actor	Store Associate
Touchpoint	`mobile-device`
Channel	`mobile-in-store`
Precondition	—
Postcondition	—

🔍 Step 1 — Retrieve Customer Profile Clienteling¶

Clienteling associate retrieves the customer 360 profile to see identity, loyalty status, saved preferences, and recent engagement.

Direction	Business Objects
Input	`customer`
Output	`customer`

Capabilities: customer-profile clienteling

Events: CustomerProfileRetrieved

Interactions:

#	Interaction	Type	Input	Output	Event
1	Search Customer Profile	🔎 search	`customer`	`customer`	—
2	Open Customer 360 Profile	✅ confirm	`customer`	`customer`	`CustomerProfileRetrieved`

👁️ Step 2 — Review Purchase History Clienteling¶

Clienteling associate reviews the customer purchase history, returns, and brand preferences to prepare relevant recommendations.

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

Capabilities: clienteling customer-profile

Events: PurchaseHistoryReviewed

Interactions:

#	Interaction	Type	Input	Output	Event
1	View Purchase History	👁️ review	`customer`	`customer`	—
2	Review Preference Signals	✅ confirm	`customer`	`customer`	`PurchaseHistoryReviewed`

📢 Step 3 — Present Personalised Recommendations¶

Clienteling associate presents personalised product recommendations based on the customer profile, history, and stated preferences.

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

Capabilities: clienteling catalogue-management

Events: RecommendationsPresented

Interactions:

#	Interaction	Type	Input	Output	Event
1	Review Recommended Products	🔔 notify	`customer`	`product`	`RecommendationsPresented` ←
2	Present Personalised Recommendation	✅ confirm	`customer`	`product`	`RecommendationsPresented`

👁️ Step 3 — Review Guided Recommendation¶

Store associate reviews an explainable product or next-best-action recommendation, validates relevance with the customer, and accepts, adapts, or declines it using professional judgement.

Direction	Business Objects
Input	`customer`, `decision-record`, `product`, `inventory`
Output	`decision-record`

Capabilities: guided-selling decision-intelligence clienteling inventory-visibility

Events: recommendation-generated recommendation-responded

Interactions:

#	Interaction	Type	Input	Output	Event
1	Review Recommendation Evidence	👁️ review	`decision-record`	`decision-record`	`recommendation-generated` ←
2	Record Recommendation Response	✅ confirm	`decision-record`	`decision-record`	`recommendation-responded`

📥 Step 4 — Build Clienteling Basket¶

Clienteling associate adds selected products to the basket while refining the assortment with the customer during the guided sale.

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

Capabilities: basket-management clienteling

Events: ClientelingBasketUpdated

Interactions:

#	Interaction	Type	Input	Output	Event
1	Add Recommended Item	🟦 input	`product`	`basket`	—
2	Confirm Basket Composition	✅ confirm	`product`	`basket`	`ClientelingBasketUpdated`

⚙️ Step 5 — Complete Clienteling Order¶

Clienteling associate completes the assisted sale by reviewing the basket, taking payment, and submitting the clienteling order.

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

Capabilities: order-management payment-processing clienteling

Events: ClientelingOrderCompleted

Interactions:

#	Interaction	Type	Input	Output	Event
1	Review Assisted Sale Summary	👁️ review	`basket`	`order`	—
2	Complete Assisted Sale	⚙️ execute	`basket`	`order`	`ClientelingOrderCompleted`

Process: Process Catalog
Experience Index: All Operational Experiences

EXP-CLIENTELINGSALE — Clienteling Sale Operational Experience — UC-BoK v0.9-alpha

Clienteling Sale — Operational Experience¶

Journeys¶

End-to-End Sequence¶

Clienteling Sale — Associate Journey¶

🔍 Step 1 — Retrieve Customer Profile Clienteling¶

👁️ Step 2 — Review Purchase History Clienteling¶

📢 Step 3 — Present Personalised Recommendations¶

👁️ Step 3 — Review Guided Recommendation¶

📥 Step 4 — Build Clienteling Basket¶

⚙️ Step 5 — Complete Clienteling Order¶

Related¶