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User Journeys
This section documents the complete step-by-step journey of every role on the Kaya Sync platform, from first login to final action. Each journey covers the happy path, state transitions, error conditions, and edge cases.
These journeys are the source of truth for permissions design, data modelling, and service boundaries.
Design status: In progress
Last updated: 2026-05-23
All Roles
| Role | Org | Journey |
|---|---|---|
| Operator | External | Onboarding → Lane Capabilities → SOD → Pickup → Handoff → Delivery → Settlement → Dispute |
| Originator / Customer | External | Registration → Order Creation → Origin Scan → Tracking → Delivery Confirmation |
| Designee | External | Notification → OTP Receipt Confirmation |
| Market Facilitator | External | Onboarding → Order Creation on Behalf of Originator → Origin Scan → Handoff to Operator |
| Ops Dispatcher | Kaya Sync | Order Queue → Operator Assignment → Fleet Tracking → Optimisation |
| Internal Ops Supervisor | Kaya Sync | Anomaly Review → Dispute Adjudication → AI Override → Repack Auth |
| Ops Automation Assistant | Kaya Sync + Automation | Alerts → Auto-Allocation Nudges → Escalation Support → Task Creation |
| Client Manager | Client Org | Dashboard → SLA Monitoring → Org-scoped Approvals → Reporting |
| System Admin | Kaya Sync | Tenant Onboarding → Feature Flags → Policy Config → Operator Onboarding |
| Regulator | External / Government | Audit Access → Event Export → Custody Chain Visualisation |
| Partner Organisation | External | Periodic Export → Scoped Aggregated Data Access |