Reserve and Collect — Operational Experience¶

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

Journeys¶

Journey	Actor	Touchpoint	Channel	Tasks	Type
Reserve and Collect — Customer Journey	Customer	`web-browser`	`online`	3	Happy path
Reserve and Collect — Store Associate Journey	Store Associate	`mobile-device`	`mobile-in-store`	4	Happy path

End-to-End Sequence¶

Happy-path flow across all actors.

sequenceDiagram
    participant customer as Customer
    participant store_associate as Store Associate

    customer->>SYS: Browse and Reserve Product
    SYS-->>customer: ReservationCreated
    customer->>SYS: Receive Reservation Ready Notification
    SYS-->>customer: ReservationReadyNotified
    customer->>SYS: Collect Reserved Items RAC
    SYS-->>customer: ReservationCollected
    store_associate->>SYS: Receive RAC Notification
    SYS-->>store_associate: ReservationPickAssigned
    store_associate->>SYS: Pick RAC Items
    SYS-->>store_associate: ReservedItemsPicked
    store_associate->>SYS: Mark RAC Ready
    SYS-->>store_associate: ReservationReady
    store_associate->>SYS: Hand Off RAC to Customer
    SYS-->>store_associate: ReservationCollected

Reserve and Collect — Customer Journey¶

Customer journey for reserving stock online, receiving readiness notice, and collecting in store without paying at reservation time.


Actor	Customer
Touchpoint	`web-browser`
Channel	`online`
Precondition	—
Postcondition	—

⚙️ Step 1 — Browse and Reserve Product¶

Customer selects an item online, chooses a participating store, and creates a reservation without paying at reservation time.

Direction	Business Objects
Input	`product`, `catalogue`, `store`
Output	`reservation`

Capabilities: inventory-reservation inventory-visibility catalogue-management

Events: ReservationCreated

Interactions:

#	Interaction	Type	Input	Output	Event
1	Select Store for Reservation	👁️ review	`product`	`reservation`	—
2	Confirm Reservation Request	⚙️ execute	`product`	`reservation`	`ReservationCreated`

👁️ Step 2 — Receive Reservation Ready Notification¶

Customer receives notification that the reserved item has been picked and is ready for collection at the chosen store.

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

Capabilities: order-management store-operations

Events: ReservationReadyNotified

Interactions:

#	Interaction	Type	Input	Output	Event
1	Open Reservation Notification	🔔 notify	`reservation`	`reservation`	`ReservationReadyNotified` ←
2	Review Collection Details	✅ confirm	`reservation`	`reservation`	`ReservationReadyNotified`

🤝 Step 4 — Collect Reserved Items RAC¶

Customer visits the store, presents the reservation reference, and collects the reserved items with payment taken at the collection point.

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

Capabilities: fulfillment-execution store-operations

Events: ReservationCollected

Interactions:

#	Interaction	Type	Input	Output	Event
1	Present Reservation Reference	✅ verify	`reservation`	`reservation`	—
2	Confirm Collection	🤝 handoff	`reservation`	`reservation`	`ReservationCollected`

Reserve and Collect — Store Associate Journey¶

Store associate reserve-and-collect flow from notification through pick, ready confirmation, and customer handoff.


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

👁️ Step 1 — Receive RAC Notification¶

Store associate receives a reserve-and-collect pick request showing the reserved items, collection store, and pickup deadline.

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

Capabilities: fulfillment-execution store-operations

Events: ReservationPickAssigned

Interactions:

#	Interaction	Type	Input	Output	Event
1	Open Reservation Pick Task	🔔 notify	`reservation`	`picking-task`	`ReservationPickAssigned` ←
2	Review Reservation Lines	✅ confirm	`reservation`	`picking-task`	`ReservationPickAssigned`

⚙️ Step 2 — Pick RAC Items¶

Store associate picks the reserved items from store stock and confirms the picked quantities against the reservation.

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

Capabilities: fulfillment-execution inventory-visibility

Events: ReservedItemsPicked

Interactions:

#	Interaction	Type	Input	Output	Event
1	Review Reserved Quantities	👁️ review	`picking-task`	`picking-task`	—
2	Scan Reserved Item	⚙️ execute	`picking-task`	`picking-task`	`ReservedItemsPicked`

⚙️ Step 3 — Mark RAC Ready¶

Store associate marks the reservation as ready for collection so the customer can be notified to visit the store.

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

Capabilities: fulfillment-execution store-operations

Events: ReservationReady

Interactions:

#	Interaction	Type	Input	Output	Event
1	Review Pick Completion	👁️ review	`reservation`	`reservation`	—
2	Mark Reservation Ready	⚙️ execute	`reservation`	`reservation`	`ReservationReady`

🤝 Step 5 — Hand Off RAC to Customer¶

Store associate verifies the reservation reference, takes payment if required, and hands the reserved items to the customer.

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

Capabilities: fulfillment-execution store-operations

Events: ReservationCollected

Interactions:

#	Interaction	Type	Input	Output	Event
1	Verify Reservation Reference	✅ verify	`reservation`	`reservation`	—
2	Complete Collection Handover	🤝 handoff	`reservation`	`reservation`	`ReservationCollected`

Process: Process Catalog
Experience Index: All Operational Experiences

EXP-RESERVEANDCOLLECT — Reserve and Collect Operational Experience — UC-BoK v0.9-alpha

Reserve and Collect — Operational Experience¶

Journeys¶

End-to-End Sequence¶

Reserve and Collect — Customer Journey¶

⚙️ Step 1 — Browse and Reserve Product¶

👁️ Step 2 — Receive Reservation Ready Notification¶

🤝 Step 4 — Collect Reserved Items RAC¶

Reserve and Collect — Store Associate Journey¶

👁️ Step 1 — Receive RAC Notification¶

⚙️ Step 2 — Pick RAC Items¶

⚙️ Step 3 — Mark RAC Ready¶

🤝 Step 5 — Hand Off RAC to Customer¶

Related¶