> For the complete documentation index, see [llms.txt](https://docs.physiqo.in/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.physiqo.in/01-business/user-journey.md). # User Journey ## PhysiQo User Journey *** ## 1. Purpose This document defines how different users interact with the PhysiQo platform. It serves as the primary reference for product design, user experience, backend workflows, quality assurance and customer support. *** ## 2. Supported User Journeys The platform currently supports the following journeys. * Patient Journey * Physiotherapist Journey * Administrator Journey * WhatsApp Journey * Payment Journey * Booking Lifecycle Journey Future versions may include: * Corporate Journey * Society Partner Journey * Customer Support Journey *** ## 3. Patient Journey The patient journey begins when a patient visits the PhysiQo website or initiates a conversation through the official WhatsApp Business account. The objective is to provide a simple, trustworthy and fast booking experience. ### Patient Journey Overview 1. Visit Website or WhatsApp 2. Login using OTP 3. Select Physiotherapy Service 4. Enter Appointment Details 5. Enter Address 6. Make Online Payment 7. Receive Booking Confirmation 8. Physiotherapist Assigned 9. Treatment 10. Review & Rating ```mermaid flowchart TD A[Visit Website / WhatsApp] A --> B[Login using OTP] B --> C[Select Service] C --> D[Choose Date & Time] D --> E[Enter Address] E --> F[Online Payment] F --> G[Booking Confirmed] G --> H[Auto Physio Assignment] H --> I[Treatment] I --> J[Review & Rating] ``` *** *** ### Notifications Sent During the patient journey, the platform may send the following notifications. #### WhatsApp * OTP * Payment Confirmation * Booking Confirmation * Physiotherapist Assigned * Appointment Reminder * Appointment Rescheduled * Appointment Cancelled * Appointment Completed * Review Request *** ### Booking Status A patient may observe the following booking statuses. * Payment Pending * Payment Successful * Physiotherapist Assigned * Confirmed * Treatment Started * Treatment Completed * Cancelled * Refunded * Reassigned *** ### Business Notes * OTP login minimizes registration friction. * Online payment reduces fake bookings. * Automatic assignment improves booking efficiency. * WhatsApp provides faster communication than email. * Reviews improve trust for future patients. ### Patient Actions The patient may perform the following actions. * Register * Login * Book Appointment * Cancel Appointment * Reschedule Appointment * View Appointment History * Track Booking Status * Contact Support * Submit Rating * Submit Review *** ### Decision Points During the journey the patient may encounter the following decisions. #### Payment Successful Proceed with booking confirmation. *** #### Payment Failed Retry payment. *** #### Physiotherapist Reassigned Booking continues without requiring a new booking. *** #### Patient Cancels Refund policy shall apply. *** #### Appointment Completed Patient becomes eligible to submit ratings and reviews. *** ## 4. Physiotherapist Journey The physiotherapist journey begins after successful onboarding and verification. Only verified physiotherapists are eligible to receive booking assignments. ### Journey Overview 1. Register 2. Complete KYC 3. Upload Documents 4. Admin Verification 5. Approval 6. Go Online 7. Receive Booking 8. Accept Assignment 9. Visit Patient 10. Complete Treatment 11. Weekly Settlement ```mermaid flowchart TD A[Register] A --> B[KYC] B --> C[Upload Documents] C --> D[Admin Verification] D --> E[Approved] E --> F[Go Online] F --> G[Receive Booking] G --> H[Accept] H --> I[Visit Patient] I --> J[Treatment Completed] J --> K[Weekly Settlement] ``` *** ### Physiotherapist Actions The physiotherapist may perform the following actions. * Register * Upload Documents * Complete KYC * Update Profile * Update Availability * Go Online * Go Offline * Accept Booking * Reject Booking * Complete Appointment * View Earnings * View Settlement History *** ### Decision Points #### Verification Failed Resubmit required documents. *** #### Booking Rejected System automatically assigns another physiotherapist. *** #### Booking Accepted Proceed to patient visit. *** #### Treatment Completed Booking marked as completed. *** #### Settlement Processed Weekly payment released. *** ### Valid Rejection Reasons The physiotherapist may reject a booking only under valid circumstances. * Medical Emergency * Personal Emergency * Already Treating Another Patient * Vehicle Breakdown * Technical Issue Repeated unnecessary rejections may reduce assignment priority. *** ### Business Notes * Verification ensures patient trust. * Online status controls assignment eligibility. * Automatic reassignment minimizes booking failures. * Weekly settlement simplifies finance operations. * Limited rejection reasons improve platform reliability. *** ## 5. Administrator Journey The Administrator is responsible for maintaining platform quality, operational efficiency and customer satisfaction. The administrator manages physiotherapist verification, bookings, refunds, settlements and customer support. ### Journey Overview 1. Login 2. Dashboard 3. Review Pending KYC 4. Approve / Reject Physiotherapist 5. Monitor Bookings 6. Handle Refunds 7. Resolve Disputes 8. Process Weekly Settlements 9. View Reports 10. Logout ```mermaid flowchart TD A[Admin Login] A --> B[Dashboard] B --> C[Review KYC] C --> D[Approve / Reject] D --> E[Monitor Bookings] E --> F[Refunds] F --> G[Disputes] G --> H[Weekly Settlement] H --> I[Reports] ``` *** ### Administrator Responsibilities Administrators may perform the following activities. * Verify Physiotherapists * Suspend Accounts * Manage Bookings * Process Refunds * Process Settlements * Resolve Disputes * View Analytics * Review Reports * Manage Platform Settings * Respond to Customer Support Requests *** ### Business Notes * KYC approval protects patient trust. * Settlement processing ensures financial transparency. * Reports support business decision-making. * Customer support improves retention. *** ## 6. WhatsApp Journey WhatsApp serves as one of the primary interaction channels for PhysiQo. Users may perform booking-related actions directly through the official WhatsApp Business account. ### Journey Overview 1. User Sends Message 2. AI Assistant Responds 3. OTP Verification (if required) 4. Booking Details Collected 5. Payment Link Shared 6. Payment Successful 7. Booking Confirmed 8. Physiotherapist Assigned 9. Appointment Reminder 10. Treatment Completed 11. Review Request ```mermaid flowchart TD A[User Messages WhatsApp] A --> B[AI Assistant] B --> C[Collect Booking Details] C --> D[Generate Payment Link] D --> E[Payment Successful] E --> F[Auto Assignment] F --> G[Confirmation] G --> H[Appointment Reminder] H --> I[Treatment] I --> J[Review Request] ``` *** ### WhatsApp Events The following events may be delivered through WhatsApp. * OTP * Booking Confirmation * Payment Confirmation * Physiotherapist Assigned * Appointment Reminder * Cancellation Update * Reschedule Update * Treatment Completed * Review Request *** ### Business Notes * WhatsApp reduces user friction. * AI automates repetitive support tasks. * Payment before assignment reduces fake bookings. * Faster communication improves booking completion. *** ## 7. Payment Journey The payment journey ensures that every appointment is confirmed only after successful online payment. Payments are processed through approved payment gateway partners. ### Journey Overview 1. Booking Details Submitted 2. Payment Link Generated 3. Redirect to Payment Gateway 4. Payment Successful 5. Invoice Generated 6. Booking Confirmed 7. Physiotherapist Assigned 8. Weekly Settlement ```mermaid flowchart TD A[Booking Details] A --> B[Generate Payment Link] B --> C[Razorpay] C --> D{Payment Success?} D -->|Yes| E[Generate Invoice] E --> F[Booking Confirmed] F --> G[Auto Assignment] G --> H[Weekly Settlement] D -->|No| I[Retry Payment] ``` *** ### Payment Events The payment workflow may generate the following events. * Payment Initiated * Payment Successful * Payment Failed * Refund Initiated * Refund Completed * Settlement Processed *** ### Business Notes * Payment before assignment prevents fake bookings. * Automatic invoice generation improves accounting. * Weekly settlement simplifies finance operations. *** ## 8. Booking Lifecycle Journey Every booking follows a predefined lifecycle from creation to completion. ### Lifecycle 1. Draft 2. Payment Pending 3. Payment Successful 4. Physiotherapist Assigned 5. Confirmed 6. Treatment Started 7. Treatment Completed 8. Review Submitted Alternative Statuses * Cancelled * Refunded * Failed * Reassigned ```mermaid stateDiagram-v2 [*] --> Draft Draft --> PaymentPending PaymentPending --> PaymentSuccessful PaymentSuccessful --> Assigned Assigned --> Confirmed Confirmed --> TreatmentStarted TreatmentStarted --> TreatmentCompleted TreatmentCompleted --> ReviewSubmitted Assigned --> Reassigned PaymentPending --> Cancelled Confirmed --> Cancelled Cancelled --> Refunded ``` *** ### Business Notes Every booking state transition shall be recorded in the platform. Booking history shall remain available for operational reporting, dispute resolution and customer support. Future versions may introduce additional lifecycle states based on operational requirements. --- # Agent Instructions This documentation is published with GitBook. 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