Process Maps - ReserveEasy
Purpose: Visualizing user flows and system interactions using Business Process Model and Notation (BPMN).
Table of Contents
- Booking Flow - As-Is (Phone Booking)
- Booking Flow - To-Be (Reserve Easy Platform)
- Cancellation Flow
- Restaurant Confirmation Workflow
Booking Flow - As-Is (Phone Booking)
Current State: How diners book tables today (before ReserveEasy)
Pain Points:
- ⏱️ 5-10 minute process (hold time + conversation)
- 📵 No confirmation → diner anxiety
- 🚫 Host interrupted during dinner rush
- 📊 No data captured for analytics
Booking Flow - To-Be (ReserveEasy Platform)
Future State: How reservations work with ReserveEasy
Improvements:
- ⚡ 60 seconds total (vs 5-10 minutes)
- ✅ SMS confirmation within 30 seconds
- 📊 Real-time availability (no double-bookings)
- 📈 Analytics captured automatically
Cancellation Flow
User Story: As a diner, I want to cancel my reservation so I can free up the table if my plans change.
Business Rules:
- Cancellations >24 hours before: Full refund
- Cancellations 2-24 hours before: 50% refund
- Cancellations <2 hours before: No refund (penalize last-minute cancellations)
Restaurant Confirmation Workflow
Use Case: Restaurant host marks a booking as "completed" or "no-show"
State Transitions:
- Confirmed → Booking created, awaiting arrival
- In Progress → Booking time has arrived (within 15-min window)
- Completed → Diner showed up, deposit refunded, commission charged
- No-Show → Diner didn't arrive, deposit kept, restaurant compensated
- Cancelled → User cancelled before booking time
SMS Notification Flow
Purpose: Ensure users receive timely confirmations and reminders
SMS Types:
- Instant Confirmation (within 30 sec of booking)
- 24-Hour Reminder (day before at 7 PM)
- 2-Hour Reminder (2 hours before booking)
Key Metrics from Process Maps
| Process | As-Is (Phone) | To-Be (ReserveEasy) | Improvement |
|---|---|---|---|
| Time to Book | 5-10 minutes | 60 seconds | 83-90% faster |
| Confirmation Method | Verbal only | SMS + Email | Instant proof |
| No-Show Rate | 30% | <5% (deposit system) | 83% reduction |
| Host Interruptions | ~20/evening | 0 (automated) | 100% reduction |
| Data Captured | None (paper book) | Full analytics | Infinite improvement |