Outlet Plus Pharmacy

Outlet Plus Pharmacy

Complete User Journey Visual Diagrams

Start/End Point
Process/Action
Decision Point
Success State
Error/Problem

πŸ‘€ 1. First-Time User Journey

Download App
β†’
Splash Screen
(Logo Display)
β†’
Onboarding
(3-5 Slides)
↓
User Choice?
↓
Sign Up
Log In
Skip (Guest Mode)

πŸ“ 2. Registration Flow

Start Registration
↓
Enter Details
(Name, Email, Phone, Password)
↓
Click "Sign Up"
↓
Email & Phone Valid?
↓
NO
Show Error Message
YES
Send 4-Digit OTP
↓
User Enters OTP
(1-min countdown)
↓
OTP Correct?
↓
NO
Retry or Resend
YES
Account Created!
β†’ Home Screen

πŸ” 3. Product Discovery Journey

πŸ—‚οΈ Browse by Category

Home Screen
↓
Tap "Shop"
↓
Select Category
↓
Select Subcategory
↓
Product Grid

πŸ”Ž Search Flow

Tap Search Bar
↓
View Search History
& Trending Keywords
↓
Enter Product Name
↓
Apply Filters/Sort
↓
View Results

🎯 Filter Options Available:

  • Price: High to Low / Low to High
  • Rating: Most Rated (⭐⭐⭐⭐⭐)
  • Brand: Dropdown list
  • Category & Subcategory: Dropdown lists

πŸ›’ 4. Add to Cart Journey

Product Details Page
↓
User Logged In?
↓
NO
Show Login Prompt
YES
Continue
↓
Select Delivery Method
↓
🏠 Home Delivery
πŸͺ Pickup from Pharmacy
↓
Select Quantity (+/-)
↓
βœ“ Added to Cart
Cart Badge Updates

🏠 5. Checkout Flow - Home Delivery

View Cart
β†’
Review Items
Add/Remove
Adjust Quantity
β†’
Enter Promo Code
(Optional)
↓
Click "Continue"
↓
Select/Add Delivery Address
πŸ“ Area, Address, Map
↓
Prescription Required?
↓
YES
Upload Prescription
(up to 6 images)
⏳ Wait for Approval
NO
Skip to Payment
↓
Prescription Approved?
↓
NO
Order Rejected
Reason Shown
YES
Proceed to Payment
↓
Select Payment Method
↓
πŸ’΅ Cash on Delivery
(+fees)
πŸ’³ HyperPay
(Visa/Mada/MasterCard)
↓
Payment Successful?
↓
NO
Retry or
Change Method
YES
βœ“ Order Confirmed!
Order #12345

πŸ“‹ Invoice Summary Includes:

  • Products price (subtotal)
  • Total discounts (promo codes, offers)
  • Shipping fee
  • Cash on delivery fee (if applicable)
  • VAT (Tax)
  • Total Amount

πŸͺ 6. Checkout Flow - Pharmacy Pickup

Cart with "Pickup" Selected
↓
Click "Continue"
↓
Select Area
↓
View Nearby Branches
Check Stock Availability
↓
Stock Status?
↓
βœ“ Fully Available
"Order currently available"
⚠️ Partially Available
Shows available qty
❌ Out of Stock
Select different branch
↓
Select Branch & Confirm
↓
Prescription Required?
↓
YES β†’ Upload & Wait
NO β†’ Payment
↓
βœ“ Order Confirmed
Ready for Pickup

πŸ’‘ Opportunity

  • Show real-time stock indicators on product pages
  • Allow order splitting for different delivery methods

πŸ“¦ 7. Order Tracking Journey

More Menu β†’ Order History
↓
View Tabs:
"In-Progress" | "History"
↓
Select Order
↓
View Order Details

πŸ”„ In-Progress Statuses

Pending (Ω‚ΩŠΨ― Ψ§Ω„ΨͺΩ†ΩΩŠΨ°)

New order, can be cancelled

Under Review (Ω‚ΩŠΨ― Ψ§Ω„Ω…Ψ±Ψ§Ψ¬ΨΉΨ©)

Prescription pending approval

Out for Delivery (جاري Ψ§Ω„ΨͺΩˆΨ΅ΩŠΩ„)

Cannot be cancelled

βœ… History Statuses

Delivered (ΨͺΩ… Ψ§Ω„ΨͺΩˆΨ΅ΩŠΩ„)

Can return within 14 days

Cancelled (ΨͺΩ… Ψ§Ω„Ψ₯Ω„ΨΊΨ§Ψ€Ω‡)

User or admin cancelled

Returned (ΨͺΩ… Ψ§Ω„Ψ₯Ψ±Ψ¬Ψ§ΨΉ)

Return processed

❌ 8. Order Cancellation Flow

Order History
β†’
Select "Pending" Order
β†’
Tap "Cancel Order"
↓
Order Status
"Pending"?
↓
NO
Cannot Cancel
(Out for Delivery)
YES
Show Cancellation Reasons
↓
Select Reason:
β€’ Ordered by mistake
β€’ Better price elsewhere
β€’ Changed mind
β€’ Other reasons...
↓
Confirm Cancellation
(Pop-up confirmation)
↓
βœ“ Order Cancelled
Refund Processed
(if applicable)

↩️ 9. Order Return Flow

Order History β†’ "Delivered" Order
↓
Within 14 Days?
Product Returnable?
↓
NO
Return Not Available
YES
Tap "Return Order"
↓
Select Items to Return
(Checkboxes)
↓
Select Return Reason:
β€’ Wrong item
β€’ Damaged/defective
β€’ No longer needed
β€’ Other
↓
Submit Return Request
Status: "Return in Process"
↓
⏳ Wait for Admin Review
↓
Admin Decision?
↓
Rejected
Reason Provided
Approved
βœ“ Refund Initiated

⭐ 10. Review & Rating Flow

Product Details Page
↓
User Logged In?
↓
NO
Login Required
YES
Show "Add Review" Button
↓
User Taps "Add Review"
↓
Review Form:
⭐ Overall Rating (1-5 stars)
πŸ“ Description (2-500 chars)
↓
Submit Review
↓
⏳ Status: "Pending Approval"
Pop-up: "Review live within 48 hours"
↓
Admin Moderates
↓
Rejected
Does Not Appear
Approved
βœ“ Review Published
Visible on Product Page

🎁 11. Loyalty Points & Promo Code Flow

User Makes Purchase
β†’
Earn Points
(1 SAR = X Points)
β†’
Points Added to Balance
↓
User: More Menu β†’ Points
↓
View Points Balance
& History
↓
Want to Redeem?
↓
Enter Number of Points
Click "Create Code"
↓
System Generates
Unique Promo Code
↓
User Sees Code + Expiry Date
Copy Code
↓
Go to Cart β†’ Enter Promo Code
↓
βœ“ Discount Applied
Reflected in Total

πŸ’° Admin Configurable Settings:

  • Points earning rate: 1 SAR = X Points
  • Minimum points to redeem
  • Maximum points to redeem
  • Promo code value: Minimum points = X SAR

πŸ’¬ 12. Customer Support Flow

More Menu β†’ Contact Us
↓
Contact Form Displayed
↓
User Fills Form:
πŸ“§ Email
❓ Problem Type (Suggest/Inquiry/Complaint)
✍️ Message
↓
Submit Form
↓
Admin Receives Support Request
↓
βœ“ Confirmation Shown to User
Admin Responds via Email

❓ FAQ Alternative

More Menu β†’ FAQ
↓
Browse Questions
& Answers
↓
Find Answer
No Contact Needed

πŸ“± Social Support

More Menu β†’ About Us
↓
Social Media Icons
Phone | Email
↓
Direct Contact via
Preferred Channel

πŸ—ΊοΈ 13. Complete End-to-End User Journey

1. Discovery
App Download
↓
2. Onboarding
Splash + Tutorial
↓
3. Registration
Sign Up / Login / Guest
↓
4. Home Exploration
Browse, Search, Offers
↓
5. Product Discovery
Category/Search/Trending
↓
6. Product Details
View Info, Reviews, Stock
↓
7. Add to Cart
Select Delivery Method
↓
8. Checkout
Address/Branch Selection
↓
9. Prescription Upload
(If Required)
Wait for Approval
↓
10. Payment
Cash / Online
↓
11. Order Confirmed
Order Number Issued
↓
12. Order Tracking
Pending β†’ Out for Delivery
↓
13. Delivery/Pickup
Order Received
↓
14. Post-Purchase
Review, Return, Reorder
↓
15. Loyalty Engagement
Earn & Redeem Points
↓
πŸ”„ Repeat Purchase
Customer Retention

πŸ’‘ Key Insights & Recommendations

πŸ’‘ Growth Opportunities

  • Medication Reminders: Push notifications for refills
  • Auto-Refill Subscriptions: Recurring orders for chronic medications
  • Health Tracker: Medication schedule & dosage logging
  • Social Login: Faster registration via Google/Apple
  • Live Chat Support: Real-time help during checkout

🎯 Success Metrics to Track

  • Registration Conversion: % of guests who create accounts
  • Cart Abandonment Rate: % of carts not converted to orders
  • Prescription Approval Time: Average hours to approve
  • Order Completion Rate: % of orders successfully delivered
  • Customer Retention: % of users making repeat purchases
  • Net Promoter Score (NPS): User satisfaction measure

Outlet Plus Pharmacy - User Journey Diagrams

Created: January 2026 | Version 1.0