Diagrams example

From order to doorstep, a process map

A swimlane process map: every step grouped by lane, with its owner, system and target time.

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In words

Everything on this process map

The same content as the picture, as text: every part and what it says when you open it.

Order placed

The process starts when a customer presses Place order.

Kind: Start or end
Owner: Customer
System: Online store
Target time: -

Chooses and pays

The customer reviews the basket, chooses delivery and pays by card or wallet.

Kind: Step
Owner: Customer
System: Checkout
Target time: Under 2 minutes

Payment approved?

The payment provider approves or declines the charge. Most are approved at once.

Kind: Decision
Owner: Payments
System: Payment provider
Target time: Under 5 seconds
Next: Two ways: see the arrows

Asks the customer to retry

A declined payment sends the customer back to checkout with the basket kept, and an email in case they have left.

Kind: Step
Owner: Payments
System: Email and checkout
Target time: At once

Confirms the order

The order is recorded, the stock is reserved, and a confirmation email goes to the customer.

Kind: Step
Owner: Customer service
System: Order system
Target time: Under 1 minute

Picks the items

A picker collects each item from its bin, guided by a handheld scanner along the shortest route.

Kind: Step
Owner: Warehouse team
System: Warehouse system
Target time: Within 2 hours

All in stock?

If anything is missing from its bin, the order is split rather than held.

Kind: Decision
Owner: Warehouse team
System: Warehouse system
Target time: -
Next: Two ways: see the arrows

Splits the order

What is in stock ships now; the rest follows as a second parcel, and the customer is told so.

Kind: Step
Owner: Warehouse team
System: Order system
Target time: Within 1 hour

Packs and labels

Packed in the smallest box that fits, weighed, and given the carrier's label.

Kind: Step
Owner: Warehouse team
System: Packing station
Target time: Within 1 hour

Collects and sorts

Collected at the evening pickup and sorted overnight at the carrier's hub.

Kind: Step
Owner: Carrier
System: Carrier's network
Target time: Same evening

Out for delivery

On a van by morning. The customer gets a one-hour window by text.

Kind: Step
Owner: Carrier
System: Driver app
Target time: Next morning

Someone home?

If nobody answers, the driver tries a safe place the customer chose before taking it back.

Kind: Decision
Owner: Carrier
System: Driver app
Target time: -
Next: Two ways: see the arrows

Leaves a card, tries again

A card through the door and a text with a link to rearrange, then another attempt the next working day.

Kind: Step
Owner: Carrier
System: Driver app
Target time: Next working day

Parcel received

The process ends with a photo of the parcel at the door, and a one-tap rating.

Kind: Start or end
Owner: Customer
System: Driver app
Target time: 2 days, order to door