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Attendant – Customer Identification

Overview

The Attendant Customer Identification screen is the starting point for assisted transactions within OvApp. It enables attendants to quickly and securely identify customers before proceeding with returns, new transactions, reviews, and payments.

This screen is optimized for speed, low error rates, and in-field usability. Attendant Layout

Manual Swap variant

A Manual Swap mode is also available for stations using manual payment collection. It follows the same 6-step flow but replaces the M-Pesa QR payment step with manual payment entry. See Manual Swap for details. Access requires the externalswap applet to be granted to the active Service Account.

Purpose

The Customer Identification flow ensures that:

  • The correct customer account is accessed
  • Transactions are securely linked to a verified user
  • Operational errors and fraud are minimized

Once a customer is identified, the attendant can continue through the full transaction lifecycle.

Workflow Progress Indicator

At the top of the screen, a step-based progress indicator guides the attendant through the transaction process:

  1. Customer – Identify the customer
  2. Return – Handle battery or asset returns
  3. New – Initiate a new transaction
  4. Review – Confirm transaction details
  5. Pay – Process payment
  6. Done – Complete the transaction

The current step is visually highlighted to provide clear context.

Customer Identification Methods

OvApp supports two customer identification options:

Scan QR Code (Primary)

  • Attendant scans the customer’s in-app QR code
  • QR codes are unique and securely mapped to customer accounts
  • Recommended for speed and accuracy

UI Elements:

  • Camera icon action button (replaces the previous QR grid icon) to launch the scanner
  • Camera scanning frame
  • Tap-to-scan interaction

Enter Customer ID (Fallback)

  • Manual entry of a customer ID
  • Used when QR scanning is unavailable

Note

Manual entry should be used only when QR scanning is not possible to reduce input errors.

Scan QR Interaction

The scanning area provides:

  • Clear visual guidance for QR placement
  • Tap-to-scan functionality
  • Real-time feedback during scanning

User Instruction:

Customer shows their app QR code

Operational Metrics

Below the scanning area, the attendant can view quick performance indicators:

Metric Description
Today Number of customers processed today
This Week Weekly transaction count
Success Successful identification rate

These metrics help attendants monitor performance at a glance.

Localization & Navigation

  • Language Selector: Allows switching between supported languages
  • Back Navigation: Returns to the previous screen
  • Logout / Exit Icon: Securely exits the session

Design Considerations

  • High-contrast UI for outdoor visibility
  • Large touch targets for quick interaction
  • Minimal text for fast comprehension
  • Clear primary action emphasis (Scan QR)

Error Handling

Common scenarios handled by the screen:

  • Invalid or unreadable QR code
  • Camera permission denied
  • Customer not found

In such cases, attendants are prompted with clear error messages and alternative actions.