customer-platform
Customer Mobile Application
Overview
The Customer Mobile Application is the primary interface through which customers interact with the Knest Project. It enables users to discover available cleaning services, schedule bookings, make secure payments, monitor service progress, and manage their account from a single application.
The application is designed to provide a simple, intuitive, and reliable experience while ensuring transparency throughout the service lifecycle.
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Customer Journey
The standard customer journey consists of the following stages:
- Account Registration
- Account Verification
- Profile Setup
- Service Selection
- Property Details
- Booking Creation
- Payment
- Contractor Assignment
- Service Delivery
- Job Completion
- Review and Rating
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User Authentication
Customers can create an account using their email address and securely authenticate to access the application.
Authentication provides access to:
- Personal profile
- Saved addresses
- Booking history
- Active bookings
- Payment history
- Notifications
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Customer Profile
Each customer maintains a personal profile containing account information required for booking and communication.
Profile management includes:
- Personal information
- Contact details
- Profile photo
- Saved addresses
- Account preferences
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Address Management
Customers can manage one or more service locations.
Address management supports:
- Home address
- Apartment or unit details
- Additional service locations
- Address editing
- Address removal
Saved addresses simplify future bookings and improve contractor navigation.
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Service Booking
Customers can create a booking by selecting a cleaning service and providing the required information for accurate pricing.
Booking information may include:
- Service type
- Property type
- Number of rooms
- Number of bathrooms
- Additional cleaning requirements
- Preferred service date and time
- Special instructions
The information collected is used to estimate the service cost before payment.
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Payment
Once the booking details have been provided, customers complete payment before contractor assignment.
The payment process provides:
- Estimated service pricing
- Secure online payment
- Booking confirmation
- Digital payment record
Payment processing is handled through integrated payment services.
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Booking Management
Customers can monitor every stage of an active booking.
Booking statuses include:
- Pending
- Confirmed
- Contractor Assigned
- Contractor En Route
- In Progress
- Completed
- Cancelled
Status updates are delivered in real time throughout the service lifecycle.
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Notifications
Customers receive notifications for important booking events, including:
- Booking confirmation
- Contractor assignment
- Contractor arrival
- Booking status updates
- Payment confirmation
- Booking completion
Notifications help keep customers informed without requiring manual status checks.
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Ratings and Reviews
After a completed booking, customers may submit feedback regarding the service received.
The review system allows customers to:
- Rate the completed service
- Leave written feedback
- Share their experience
- Help maintain service quality across the project
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Booking History
Customers have access to their complete booking history.
Historical information includes:
- Previous bookings
- Service dates
- Booking status
- Payment records
- Completed reviews
This information allows customers to easily reference previous services and manage repeat bookings.
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Design Goals
The Customer Mobile Application is designed to:
- Simplify the booking process
- Provide transparent pricing
- Deliver a secure payment experience
- Offer real-time booking visibility
- Improve communication between customers and contractors
- Encourage customer satisfaction through a structured review process
- Support repeat bookings through an intuitive user experience