Order-to-Installation Customer Journey for a Configured Home Water Purifier

Design the end-to-end flow for a customer ordering a customized drinking water purifier, from booking the order through delivery and installation in their home. ```hint Customization drives the flow Ask what must be known about the customer's home and water before the right unit can be prepared, and where in the journey that information is captured and confirmed. ``` ### Clarifying Questions - What does "customized" mean here: purification matched to the home's water source and quality, a choice of capacity and features, or a physical design choice? - Is the purifier sold outright or offered on a monthly plan, and is payment taken at booking or at installation? - Does one visit by one technician cover both delivery and installation, or are they handled by separate teams? - Should I cover only the customer-facing journey, or also the operations behind it, such as the warehouse and technician dispatch? ### What a Strong Answer Covers - The stages of the journey and the actors involved (customer, operations, warehouse, technician), with the information handed over at each step - How customization inputs are captured, verified and turned into the unit that reaches the home - Scheduling and the installation visit, including site readiness and handover to the customer - Exception paths such as unserviceable areas, payment failure, stock-outs, an unready site, missed slots and cancellation - Metrics for the flow as a whole, such as booking conversion, order-to-installation time and first-visit installation success ### Follow-up Questions - The technician's water test at the home differs sharply from what the customer entered at booking. What happens next? - Which single step would you instrument first, and why? - How would the flow change in a new city where only a few trained technicians are available?