System & User Flows

Quote & Booking Flow

The quote-to-booking flow is the primary customer acquisition journey. It converts an anonymous website visitor into a confirmed, paid appointment in under 3 minutes. The entire flow is designed for zero phone calls — all information is captured digitally.

Flow Goal: Quote-to-booking conversion target: ≥ 35% of sessions that generate a quote should result in a confirmed booking within 24 hours.

End-to-End Sequence Diagram

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Booking State Machine

Every booking passes through a well-defined set of states. Invalid state transitions are rejected by the Booking Service.

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Flow Steps Reference

StepActorSystem ActionDuration
1. VIN EntryCustomerVIN decoded via NHTSA + DataOne; ADAS flags extracted< 1.5 sec
2. Quote GenerationQuote EngineNAGS lookup → price formula → validation → quote stored< 2 sec
3. Slot SelectionCustomerAvailable 2-hour appointment windows shown for next 14 daysCustomer input
4. Payment Pre-authPayment ServiceStripe creates PaymentIntent; card pre-authorized (not captured)< 1.5 sec
5. Tech AssignmentDispatch EngineNearest AGSC-certified (ADAS-capable if required) tech assigned; van stock verified< 5 sec
6. ConfirmationNotification ServiceSMS + email sent; calendar invite attached to email< 10 sec

Edge Cases & Handling

Edge CaseSystem Response
VIN not decodable (salvage / custom vehicle)Manual entry fallback: year/make/model dropdowns; no ADAS auto-detection; ops notified
No NAGS part number foundQuote flagged as "custom order"; Ops team contacts customer within 2 hours with custom price
No available technicians in ZIP for next 14 daysCustomer offered wait-list or nearest alternate branch; 10% discount offered for 15+ day slots
Payment pre-auth failsCustomer prompted to update payment method; booking held for 15 minutes
Selected slot taken concurrently (race condition)Optimistic locking via Redis; customer shown next 3 available slots with pre-fill