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Service and Repair Management — Operational Experience

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

Journeys

Journey Actor Touchpoint Channel Tasks Type
Service and Repair Management — Store Associate Journey Store Associate associate-mobile-workspace mobile-in-store 1 Happy path

End-to-End Sequence

Happy-path flow across all actors.

sequenceDiagram
    participant store_associate as Store Associate

    store_associate->>SER: Complete Service Order
    SER-->>store_associate: service-order-completed

Service and Repair Management — Store Associate Journey

Associate journey for confirming a completed repair, installation, or maintenance commitment linked to the customer order.
Actor Store Associate
Touchpoint associate-mobile-workspace
Channel mobile-in-store
Precondition —
Postcondition —

⚙️ Step 1 — Complete Service Order

Store associate or service operator confirms the work outcome, captures required customer acceptance or exception details, and completes the linked service order.

Direction Business Objects
Input service-order, order, customer
Output service-order

Capabilities: service-order-management customer-profile

Events: service-order-completed

Interactions:

# Interaction Type Input Output Event
1 Review Service Work Outcome 👁️ review service-order service-order —
2 Confirm Service Completion ✅ confirm service-order service-order service-order-completed

EXP-SERVICEANDREPAIRMANAGEMENT — Service and Repair Management Operational Experience — UC-BoK v0.9-alpha