Customer and staff journeys
The business followed end to end: one engineer, one corporate client, and a working day for four staff roles. Each step names the module that handles it and links to the screen.
Aya, a piping design engineer, from first visit to her next course
Sample person- VisitFinds the piping engineer path
- LeadDownloads a brochure
- EnrolPicks a batch
- PayCard or bank transfer
- LearnPre-reading in the portal
- AttendFive live days
- CertificateIssued and verifiable
- Next courseRecommended on her path
Legend: Customer actionSystem does itStaff actionAI assists
Swimlane
Scroll sideways on a small screenStep by step
| Step | What happens | Module | Screens | Record created or changed |
|---|---|---|---|---|
| 1. Visit | Aya searches for plant layout training, lands on the Piping Engineer path and opens . | Website | Path, Course | Anonymous visit, campaign source |
| 2. Lead | She asks the chat about prerequisites and leaves her email for the brochure. The lead is scored and assigned. | CRM Chat, score | Leads, Lead, Scoring | Lead, Contact |
| 3. Enrol | A nurture email three days later shows the next batch. She picks batch B-2612 and fills the enrolment form. | Marketing Scheduling | Journeys, Schedule, Enrol | Order (pending), seat held on the Batch |
| 4. Pay | She pays by card. If she chooses bank transfer, finance matches the transfer and confirms the seat. | Commerce | Orders, Payments, Invoices | Payment, Invoice, Enrolment (confirmed), Learner |
| 5. Learn | Her portal account opens with pre-reading, the joining instructions and a calendar invite. | LMS Learners | Portal home, Player | Progress on the Enrolment |
| 6. Attend | Five live days in the virtual classroom. Attendance is logged from the video platform; the instructor confirms it. | Virtual classroom | Schedule, Session, Roster | Session attendance, Recording |
| 7. Certificate | Attendance and the assessment meet the rule. Operations approves the batch close; certificates are issued with a verification code. | Certificates | Issued, My certificates, Verify | Certificate, CEU record |
| 8. Next course | The portal shows the next step on her path with the next batch date. A follow-up email goes out two weeks later. | LMS Recommendation | My path, Journeys | New Lead activity on the same Contact |
What changes for the customer. One account from brochure to certificate. No re-entering details, no waiting for a manual email with joining instructions.
Where it can stall. Bank transfers. Until finance matches the payment the seat is only held. The hold period is a setting the owners must decide.
Sample EPC Contractors buys a private lead-engineer programme
Sample company- EnquiryRequest a proposal
- Needs analysisRoles, levels, dates
- ProposalScope and price
- Purchase orderDeal won
- Private batchDates, instructor, venue
- Cohort progressClient sees it live
- InvoiceAgainst the PO
- RenewalNext programme
Swimlane
Step by step
| Step | What happens | Owner | Module | Screens | Record |
|---|---|---|---|---|---|
| 1. Enquiry | The client's engineering manager fills the proposal request: 15 engineers, lead-engineer skills, December. | Client | Website CRM | Request a proposal, Leads | Lead, Company, Contact |
| 2. Needs analysis | Sales calls, records roles and levels, and maps them to courses. The assistant suggests a programme from the catalog. | Sales | CRM Suggestion | Account, Deal | Deal (qualified) |
| 3. Proposal | Proposal built from a template: , 15 seats, five days, in-person. | CRM Documents | Proposals, Templates, Approvals | Proposal (sent) | |
| 4. Purchase order | The client accepts and sends a PO. The deal is marked won; an order is created with payment terms. | Client, sales | CRM Commerce | Pipeline, Order | Deal (won), Order |
| 5. Private batch | Operations creates batch B-2618, checks instructor availability and books the venue. The client uploads the participant list. | Operations, client | Scheduling Instructors | Batch, Availability, Team and seats | Batch, Sessions, Enrolments, Learners |
| 6. Cohort progress | During delivery the client sees attendance, assessment results and completion for their people only. | Instructor, client | Learners | Cohorts, Progress and skills | Attendance, results, Certificates |
| 7. Invoice | Finance issues the invoice against the PO, records the transfer and reconciles it. The instructor payout is released after payment. | Finance | Commerce Finance | Invoices, Reconciliation, Client invoices | Invoice, Payment, Payout |
| 8. Renewal | Sixty days after completion the account owner gets a task with the cohort's results and a suggested follow-on programme. | Sales | CRM Insight | Accounts, Training requests | New Deal on the same Company |
Why this matters. Today a corporate sale leaves no trace in the system. Here the proposal, the batch, the learners, the invoice and the renewal task are linked to one account.
Case studies need permission. When a programme ends, a case-study record can be started, but it is published only when the client approves. See CaseStudy.permissionStatus.
Sales
KFKarim FathyOpens tasks and approvals: two follow-ups due, one proposal waiting for a discount approval.
Works the lead list sorted by score. Score Calls the three highest.
Needs-analysis call with Sample EPC Contractors; notes go on the deal.
Builds a proposal from a template. Checks calendar for instructor-free weeks before promising dates.
Moves a deal to won in the pipeline; the order and the batch request are created for operations.
Reviews sales dashboard: pipeline by academy, win rate, batches that need seats.
Does not see: instructor payouts, expense details, other people's permissions.
Operations
NHNour HamdyCommand center: batches starting this week, one below break-even, two waitlists.
Confirms tomorrow's live sessions: links created, reminders sent, materials published.
Decides on the at-risk batch: run, merge or postpone. Open leads that fit
Moves two people from the waitlist into freed seats; they are notified automatically.
Closes a finished batch: checks attendance, approves certificates.
Plans the next quarter with instructor availability and venues.
Approves: batch go or no-go, certificate issue, learner transfers.
Finance
HLHany LotfyBank statement import in reconciliation. Suggested matches Confirms each match.
Confirmed transfers release held seats in payments; learners get their access.
Issues corporate invoices against purchase orders; chases two overdue ones.
Checks refund requests against the policy and prepares them for approval.
Prepares instructor payouts from the selected agreement for batches that are delivered and paid.
Revenue by academy and by batch; exports the month for the accountant.
Checks cash accounts and the 13-week cash forecast, the supplier payment schedule and open items on the period close. Starts from the Finance workspace.
Instructor
MAMahmoud AbdallahSees the confirmed batch in my sessions; updates course materials.
Opens the session from home. The roster shows who has paid and who is on a company seat.
Teaches. Attendance is captured by the platform; he corrects it in the roster.
Marks the assessment in assessments. Draft feedback He edits and confirms.
Blocks dates in availability; checks the payout status.
Sees only his own batches and learners. ASME programs can be assigned only to ASME-authorized instructors.
Owner / CEO
MAOpens the Owner workspace: annual target, forecast, material risks and escalated approvals.
Reads the target and recovery dashboard: actual against plan and last year, forecast gap, residual gap after approved recovery.
Weekly review of the recovery plan; checks each action’s realised effect and evidence.
Handles escalations in tasks and approvals and the risk register.
Reviews company P&L and cash forecast with Finance.
The same person also teaches: one click switches to the Instructor workspace, on the same records.
Approves: plan baseline, recovery plan, payroll, partner agreements and items above configured limits. Limits are provisional.
HR
Opens the HR workspace: onboarding tasks, pending leave, payroll inputs still missing.
Recruitment: moves a candidate to hired; the employee record, user and responsibility profile are linked.
Attendance and leave: records approved leave; the line manager approves, HR records.
Prepares the payroll run; Finance checks, the Owner approves, Finance pays.
Pay data is restricted to HR and Finance. External instructors are not employees: no payroll, no leave. Statutory calculations are not invented in the prototype.
Purchasing
Opens the Purchasing workspace: open requests, orders awaiting receipt, bills due.
Raises a purchase order; the receiving owner later records the receipt or service acceptance.
Small purchases go through petty cash or reimbursements.
Hands matched supplier bills to Finance, which approves and schedules payments.
Purchasing, receiving, recording the cost and paying are four separate events with separate owners.
Hand-offs between roles
Where work passes from one person to another, and what carries it| From | To | Trigger | What the system does | Screen |
|---|---|---|---|---|
| Marketing | Sales | Lead score passes the threshold | Assigns the lead and creates a call task | Leads |
| Sales | Approver in the policy | Discount above the configured limit | Holds the proposal until approved | Tasks and approvals |
| Sales | Operations | Corporate deal won | Creates a private batch request with seats and dates | Batches |
| Operations | Instructor | Batch confirmed | Notifies the instructor, opens the roster and materials | My sessions |
| Instructor | Operations | Assessment marked | Lists learners eligible for a certificate | Issued certificates |
| Operations | Finance | Batch delivered | Raises the invoice draft and the payout line | Invoices |
| Support | Finance | Refund requested in a ticket | Creates a refund request linked to the order | Refunds |
| Finance | Sales | Invoice overdue 30 days | Flags the account and tasks the account owner | Account |
| Sales | Finance | Account owner proposes a customer terms change after a rating change | Routes the proposal for approval; terms stay as they are until approved | Customer rating |
| Purchasing | Finance | Supplier bill matched to the order and the acceptance | Creates the payable; payment waits for approval and the payment run | Supplier bills, Payment schedule |
| HR | Finance | Payroll run prepared and approved | Passes approved totals to Finance for payment and for the company P&L | Payroll runs |
| Risk or action owner | Manager, then Owner | Action passes its due date on the reporting date | Escalates to the configured role; evidence is kept on the risk | Action register, Triggers and escalation |
| Sales | Operations and Finance | Tender line awarded | Converts the line into a contracted batch and moves its value from pipeline to contracted future revenue | Award allocation |
Eight staff journeys, one set of records. Each strip follows one pinned sample record across modules and roles. Identifiers stay the same from step to step. “Walk through it” opens the matching scenario with the click path and what a reviewer should see. Everything is sample data; approvals and AI output are simulated.