Screen blueprint: the validated design input, persona by persona

Part of car_sales — the dealership operating layer. This page is the direct input to the UI/UX design phase. Where it disagrees with an older page, it wins.

🧮 Revalidated end to end on 2026-08-23, by scanning rather than reading

A stale-decision scanner was run across all 16 vertical pages plus the strategy pages — 18 hits, of which 14 were correction banners doing their job and 4 were real. All four fixed: a "six revenue lines" pointer (now seven), a Foundation cap printed as 25 (now 24), and two places still routing escalation through a WhatsApp thread rather than a QR Setu conversation.

🔎 The section is internally consistent. That is now a measured statement rather than an assertion, and the scanner is worth promoting to a repo gate — QRS-862.

⚠ Read every tier label on this page as a PLAN TEMPLATE, not a structure

🧮 feature_grants carries eight scopes with precedence held as data, so any [Core] / [Growth] / [Complete] label here is overridable per dealer by one row at workspace scope. Foundation → Growth → Complete are named bundles of grants, not hardcoded plans — which is what the owner asked for, and the schema already permits it. Validation and gaps: admin control plane.

0 · Deployment decision, locked

📘 Owner decision 2026-08-23: Option A — shared multi-tenant SaaS — for the whole development phase. Deployment variants must not shape screen design.

⚠ Eight future-limitation flags. Every one is a "do not do the tempting thing" rule, and NONE requires extra work now

🔎 Recorded here so a later dedicated-database or dedicated-instance option stays reachable (deployment and isolation).

#	Rule to hold now	What it protects
1	parties scoped per ORGANISATION; the phone number is unique within an org, never globally	📘 QRS-855. A global unique phone is the obvious implementation and it creates a cross-tenant join on the most personal identifier we hold — and it would be unsplittable later
2	Storage paths lead with the org or workspace id	A bucket can then be split per tenant by prefix. Retrofitting a path convention means moving every file
3	UUID primary keys everywhere — already true	Rows can merge or move across projects without collision
4	No client code may read another tenant's row — already true via RLS	The moment one does, a tenant cannot be lifted out
5	Platform-admin views read through an aggregation layer, never direct cross-tenant SQL	📘 is_admin() does not exist yet, so this is free to get right
6	Cross-dealer benchmarking stays out of the product	📘 Already 🟠 and a Data-Fiduciary question (QRS-837). It is also the one feature that becomes impossible under dedicated databases
7	The outbox drain worker must be addressable per project	A single hard-coded consumer endpoint would need rewriting per tenant
8	No screen may assume a single global plan catalogue is readable client-side	Plan metadata is resolved server-side per workspace

⚠ Nothing above changes a screen. They are schema and data-access habits, and they are cheapest to hold before there is data.

1 · Revalidation verdicts

✂ REMOVE — bloat, duplication or vapour

	Was	Why it goes
Group Setu Card	A public card for the dealer group, bundled with Group Intelligence	🔎 I invented it and it has no user. A group has no walk-in customers and no reception; the outlet cards carry public identity. What a group needs is consolidated reporting, not a second public surface. Removing it also removes a card-counting exception
"Automation & workflows" as a screen	A GM-tier screen in Complete	⚠ A screen with no defined automations designs beautifully and ships empty. The real automations are service reminders, insurance renewal, review requests and follow-up escalation — each is a settings panel inside its own module, not a destination
AI as its own screens — AI Receptionist, AI Test-Drive Agent, AI Follow-Up Agent	Four proposed agent screens	🔎 AI is an affordance, not a destination. A "draft reply" button in the conversation, a summary panel on the lead, a suggested slot in the booking sheet. An AI tab is a tab nobody opens, and it hides the capability from the moment of work
Discount governance · F&I attach	Sales Manager nav items	📘 Both are [Future] and in no wave. Designing them now spends design effort on the least-committed items in the plan. They stay in product scope as future differentiators
Marketplace featured placement	A price-book row and a Marketing nav item	📘 Not sellable (QRS-849), and a nav item for an unsellable capability is a promise
Enterprise tier screens	Implied by the SKU	The SKU stays as quoted, never listed. No screens — no such customer exists

✏ MODIFY

	Change	Why
Team Leader nav	Stop leading with My Setu Card	📘 QRS-854. Their card is optional; their job is the team view
Rep's conversation surface	Two surfaces, not one: Enquiries (anonymous) and Conversations (registered chat)	📘 QRS-861. conversations.consumer_user_id is NOT NULL, so these are structurally different objects
WhatsApp in every nav	Demoted to a channel inside a thread, plus a Marketing surface	📘 D7. It is reach and notification, never the record
Reviews	Sits under a Reputation surface owned by GM and Marketing, not a standalone module	It is one loop: interaction → feedback → review → response

➕ ADD — gaps the revalidation exposed

	Gap	Value
Enquiry inbox — for the rep, the Team Leader and reception	⚠ The anonymous-enquiry track had NO screen anywhere. It is the highest-volume entry point and it appeared in no persona tree	Created by yesterday's correction and missed by every tree. Without it the card has no lead-capture surface at all
Standee manager — order, place, name, track, retire	Only mentioned in passing	It is a paid line with per-unit tracking; a purchase with no management surface generates support calls
Setup & activation — the 45-day milestone tracker	Designed commercially (§7), never as a screen	📘 The day-45 health check needs somewhere to live, and the dealer needs to see their own progress
Consent & opt-in ledger	A nav item without a spec	DPDP-load-bearing. It must be auditable and exportable, not a toggle
My card health — for the rep	Only the GM had card health	The design has three card statuses; the person who can fix theirs must see it

⏸ DEFER

	Until
Tele-call QA	Audio capture is agreed and Wave 2 data exists
Payments / text-to-pay	📘 Thin, and the OEM often owns the flow
Insurance renewal	Complete tier, Wave 3 — the asset record must exist first
Group Intelligence screens	Wave 3. ⚠ Design them last, because they are a fold over every other screen's data

✅ KEEP — and why, briefly

The Setu Card as the spine (it is the product thesis and the only uncopyable part with the tree) · org_owned cards (29.53% attrition) · the visitor register first (zero behaviour change) · per-outlet pricing with card and login caps (matches what the dealer counts) · native chat as the record (complete thread, free attribution, zero channel cost) · annual-only commitment (back-loaded value curve) · standees (the best adoption mechanic in the plan) · the reputation loop (proven category, and our trigger is not copyable).

2 · Four principles that keep the blueprint clean

1 · AI is an affordance, never a screen	It appears as a button or a panel at the moment of work. No AI tab
2 · A screen exists only if a named persona opens it to do a named job	Not because a capability needs a home
3 · Management screens are FOLDS, not new data	A GM screen is an aggregate of rep-level rows. If a management screen needs data no operational screen produces, the operational screen is missing
4 · Every screen names its tier and its wave	Because the ladder spans 18 months and designing Wave 3 first is how a pilot becomes a refund

3 · The navigation tree

QR Setu — Car Dealership   (one outlet unless marked)
│
├── SHARED BY EVERY LOGIN
│   ├── Sign in  ·  Notifications  ·  My profile & preferences  ·  Help
│
├── RECEPTIONIST                                    no card
│   ├── Today                                       [Core]
│   ├── Log a visitor                               [Core]
│   ├── Visitor queue & assignment                  [Core]
│   ├── Enquiry inbox — unassigned                  [Core]
│   └── Catalogue & offers (read)                    [Core]
│
├── SALES REPRESENTATIVE                            card mandatory
│   ├── My day                                      [Core]
│   ├── My Setu Card  +  card health                [Core]
│   ├── Enquiries — anonymous, assigned to me       [Core]
│   ├── Leads  →  Lead detail                       [Plan · Growth]
│   ├── Customers  →  Customer detail               [Plan · Growth]
│   ├── Conversations — QR Setu chat                [Core]
│   ├── Test drives                                 [Plan · Growth]
│   ├── Follow-ups & tasks                          [Plan · Growth]
│   ├── My performance                              [Plan · Growth]
│   └── Catalogue & offers                          [Core]
│
├── SERVICE ADVISOR                                 card mandatory
│   ├── My day                                      [Core]
│   ├── My Setu Card                                [Core]
│   ├── Service due list                            [Plan · Growth]
│   ├── Bookings                                    [Plan · Growth]
│   ├── Vehicle record  →  service history          [Plan · Growth]
│   └── Post-service feedback                       [Plan · Growth]
│
├── TEAM LEADER                                     card OPTIONAL
│   ├── Team dashboard                              [Plan · Growth]
│   ├── My team — per rep                           [Plan · Growth]
│   ├── Overdue monitor                             [Plan · Growth]
│   ├── Unassigned & reassignment                   [Plan · Growth]
│   ├── Team targets                                [Plan · Growth]
│   └── (everything a rep has, if card-holding)
│
├── SALES MANAGER / CRM HEAD                        card OPTIONAL
│   ├── Division dashboard                          [Plan · Growth]
│   ├── Lead funnel — stage · source · loss reason  [Plan · Growth]
│   ├── Teams side by side                          [Plan · Growth]
│   ├── Source attribution                          [Plan · Growth]
│   ├── Targets — allocate down the tree            [Plan · Growth]
│   ├── Follow-up SLA policy                        [Plan · Growth]
│   └── Reports & exports                           [Plan · Growth]
│
├── GENERAL MANAGER                                 no card by default
│   ├── Outlet overview — sales AND service         [Plan · Growth]
│   ├── People performance                          [Plan · Growth]
│   ├── Setu Card health — outlet-wide              [Core]
│   ├── Reputation — reviews & recovery queue       [Integration]
│   ├── Standee performance by placement            [Add-on]
│   ├── Outlet targets                              [Plan · Growth]
│   └── Reports & exports                           [Plan · Growth]
│
├── DEALER PRINCIPAL                                no card by default
│   ├── Group overview — every outlet, every brand  [Plan · Group]
│   ├── Outlet comparison & ranking                 [Plan · Group]
│   ├── Drill-down: group → outlet → team → rep     [Plan · Group]
│   ├── Group targets                               [Plan · Group]
│   ├── Reputation — all locations                  [Plan · Group]
│   └── Subscription & invoices                     [Core]   ⚠ web only
│
├── MARKETING                                       no card
│   ├── Campaigns  →  Campaign detail               [Add-on]
│   ├── Message templates & approval status         [Core]
│   ├── Consent & opt-in ledger                     [Core]   ⚠ DPDP
│   ├── Offers on the cards                         [Core]
│   ├── Reputation — respond & analyse              [Integration]
│   ├── Standee manager                             [Add-on]
│   └── Message balance & recharge                  [Usage]
│
└── ORG ADMIN                                       no card  ·  /org boundary
    ├── Organisation & outlets                      [Plan · Group]
    ├── Locations — free                            [Core]
    ├── People — invite · deactivate                [Core]
    ├── Roles & scopes                              [Plan · Growth]
    ├── Setu Cards — issued vs allowance            [Core]
    ├── Access & limits — logins · storage · AI     [Core]
    ├── Standee orders                              [Add-on]
    ├── Setup & activation tracker                  [Core]
    ├── Subscription, invoices & GST                [Core]   ⚠ web only
    └── Audit log                                   [Plan · Growth]

🧮 51 screens across 9 personas, of which 17 are Core and sellable from Wave 1.

4 · Screen specifications

Legend — Tier: Core · Growth · Complete · Group · Add-on · Usage · Integration. Wave: 1 = Dec 2026 · 2 = Apr 2027 · 3 = Aug 2027.

4.1 · Receptionist

Screen	Purpose	Key actions	Data shown	Depends on	Tier · Wave	⚠ Architecture
Today	The only screen reception needs open all day	—	Today's visitors, who is free, today's bookings	visits, users	Core · 1	Must render on a shared tablet, offline-tolerant
Log a visitor	Beat a pen	Name, phone, interest, assign	Rep availability	parties, visits	Core · 1	⚠ Two fields and a dropdown. Every extra field is a reason to use the notebook
Visitor queue & assignment	Nobody waits unattended	Assign, reassign, mark attended	Queue with wait time	visits	Core · 1	Assignment writes the attribution the whole hierarchy folds over
Enquiry inbox	Anonymous enquiries with no owner yet	Assign to a rep	Enquiry note, phone, source card/standee	enquiry table	Core · 1	⚠ Anonymous — no users row. Nullable buyer pattern
Catalogue & offers	Answer "do you have…"	—	Read-only stock and offers	catalog_items	Core · 1	Blocked on media (QRS-852)

4.2 · Sales Representative

Screen	Purpose	Key actions	Data shown	Depends on	Tier · Wave	⚠ Architecture
My day	What to do next, ranked	Open next task	Overdue count, today's follow-ups, new enquiries, bookings	leads, visits	Core · 1	Proactive by design: it proposes, never just displays
My Setu Card + health	Their public identity, and whether it works	Share, set palette	Views, what was viewed, status: live / not published / needs attention	setu_cards	Core · 1	⚠ Beacon 404s (QRS-734) — until fixed, "every scan is measurable" is false
Enquiries	The anonymous inbox, assigned	Reply by WhatsApp or call, convert to lead	Enquiry note, source touchpoint	enquiry table	Core · 1	⚠ No in-app thread to reply into. Reply leaves the platform
Leads → Lead detail	Work a pipeline with an SLA	Advance stage, log outcome, set follow-up, mark lost with reason	Stage, age, SLA clock, history, AI summary	leads, parties	Growth · 2	SLA clock derived in @qrsetu/domain, not SQL
Customers → detail	One record per person	Edit, merge, add vehicle	Contact, interactions, vehicles, orders	parties	Growth · 2	⚠ Party scoped per organisation (QRS-855)
Conversations	The system of record	Send, share an item, AI-draft, hand over	Thread, item bubbles with price snapshot	conversations, messages	Core · 1	⚠ Registered consumers only — consumer_user_id is NOT NULL
Test drives	Requests → completed	Propose slot, confirm, complete, request feedback	Slots, vehicle, customer	schedules, resources	Growth · 2	Vehicle as a bookable resource
Follow-ups & tasks	Nothing forgotten	Complete, snooze with reason	Due, overdue, escalated	reminders engine	Growth · 2	🟢 Deterministic — the live recurrence engine, no AI
My performance	Their own number, before their manager quotes it	—	Target vs actual, conversion, response time	targets	Growth · 2	⚠ Own data only. Never a leaderboard by default
Catalogue & offers	Sell from stock	Share an item into a chat	Stock, variants, offers	catalog_items	Core · 1

4.3 · Service Advisor

Screen	Purpose	Key actions	Data shown	Depends on	Tier · Wave	⚠ Architecture
My day	Today's bay	—	Bookings, due contacts	bookings	Core · 1
Service due list	🌐 The 41.2%-margin line	Contact, book, mark no-response	Due by date and by odometer	assets, reminders	Growth · 2	🟢 Deterministic. Both date and odometer recurrence
Bookings	Run the bay	Confirm, reschedule, complete	Slot, vehicle, advisor	schedules	Growth · 2
Vehicle record	The dealership's memory	Add service event, note	History, owner, next due	assets	Growth · 2	⚠ The stickiest data in the product
Post-service feedback	Retention, and the review trigger	Request feedback	Score, comment	feedback	Growth · 2	⚠ Low score routes a recovery task, and the review link still goes to everyone

4.4 · Team Leader

Screen	Purpose	Key actions	Data shown	Depends on	Tier · Wave
Team dashboard	One screen instead of asking each rep	—	Team activity, conversion, overdue total	leads, targets	Growth · 2
My team	Per-person, comparable	Open a rep	Activity, leads, conversions vs target	leads	Growth · 2
Overdue monitor	⚠ The one list that matters	Nudge, reassign	Every SLA breach in the team, by age	leads	Growth · 2
Unassigned & reassignment	A rep on leave must not freeze a pipeline	Reassign, bulk reassign	Unowned and stalled	leads	Growth · 2
Team targets	Allocate down	Set per rep	Allocation vs outlet target	targets	Growth · 2

4.5 · Sales Manager / CRM Head

Screen	Purpose	Key actions	Data shown	Depends on	Tier · Wave
Division dashboard	The division at a glance	—	Funnel, SLA compliance, source mix	leads	Growth · 2
Lead funnel	Where business is lost	Filter, drill to a lead	Stage, ageing, loss reason	leads	Growth · 2
Teams side by side	Compare, then coach	Open a team	Per-team metrics	leads, targets	Growth · 2
Source attribution	Which channel produced business	—	Standee placement, card share, walk-in, marketplace, campaign	interaction events	Growth · 2
Targets	Allocate down the tree	Set per team	Outlet → team → rep	targets	Growth · 2
Follow-up SLA policy	Set the clock	Define thresholds and escalation	Current policy, breach rate	feature_grants	Growth · 2
Reports & exports	Month-end without a spreadsheet	Export	Saved reports	read model	Growth · 2

4.6 · General Manager

Screen	Purpose	Key actions	Data shown	Depends on	Tier · Wave
Outlet overview	⚠ Sales and service on one screen	—	Walk-ins, enquiries, leads, test drives, conversions, service retention	all operational	Growth · 2
People performance	Per-person, both divisions	Open a person	Activity, outcomes, response time	leads, bookings	Growth · 2
Setu Card health	Cards issued vs staff on roll	Nudge, reissue	Live / not published / needs attention	setu_cards	Core · 1
Reputation	Reviews, and the recovery queue	Respond, assign recovery	Rating trend, themes, unresolved negatives	reviews	Integration · 2
Standee performance	Which touchpoint produces enquiries	—	Scans and enquiries per placement	qr_touchpoints	Add-on · 1
Outlet targets	Set the outlet number	Set, allocate to divisions	Target vs actual	targets	Growth · 2
Reports & exports		Export		read model	Growth · 2

4.7 · Dealer Principal

Screen	Purpose	Key actions	Data shown	Depends on	Tier · Wave
Group overview	⚠ The moat, and the demo that closes	—	Every outlet and brand side by side, one funnel	tree + oversight	Group · 3
Outlet comparison	Rank and act	Open an outlet	Comparable rows	oversight	Group · 3
Drill-down	Group → outlet → team → rep → customer	Navigate	Whatever level is open	oversight	Group · 3
Group targets	One number, allocated down	Set	Group vs sum of outlets	targets	Group · 3
Reputation, all locations	One reputation view	Respond	Per-outlet ratings	reviews	Group · 3
Subscription & invoices	What they pay and for what	Upgrade, download invoices	Plan, usage vs allowance, GST	plans	Core · 1 ⚠ web only, no in-app CTA

4.8 · Marketing

Screen	Purpose	Key actions	Data shown	Depends on	Tier · Wave
Campaigns → detail	Reach a segment	Build, schedule, send, clone	Audience size, delivery, replies, attribution	campaigns	Add-on · 3
Templates	Stay sendable	Create, submit, track approval	Status, rejection reason	templates	Core · 1
Consent & opt-in ledger	⚠ DPDP-load-bearing	Export, revoke	Who consented, when, by what act	opt-ins	Core · 1
Offers on the cards	Change what the card shows	Create, schedule, expire	Live offers per outlet	catalog_items	Core · 1
Reputation	Respond and analyse	Respond, request reviews	Sentiment themes, per-rep attribution	reviews	Integration · 2
Standee manager	⚠ A paid line needs a surface	Order, name, place, retire	Per-standee scans and enquiries	qr_touchpoints	Add-on · 1
Message balance & recharge	Never run out mid-campaign	Top up	Balance, burn rate	credit ledger	Usage · 1

4.9 · Org Admin

Screen	Purpose	Key actions	Data shown	Depends on	Tier · Wave	⚠
Organisation & outlets	The tree	Add outlet, set sharing flags	Tree, depth, ownership model	workspaces	Group · 3	No write path exists today
Locations	Addresses are free	Add, edit	Locations per outlet	locations	Core · 1	The outlet-vs-location test
People	Who works here	Invite, deactivate	Staff, status, last active	users	Core · 1	⚠ Deactivating frees the card slot in the same action
Roles & scopes	Who may see what	Assign a role to a subtree	Role matrix	RBAC	Growth · 2	⚠ RBAC is 0% built. Largest dependency
Setu Cards	Issued vs allowance	Issue, revoke, buy more	Count vs cap, per-person status	setu_cards	Core · 1	Active count, slot reuse
Access & limits	What is left	Buy logins, storage, AI actions	Usage vs 5/12/25, GB, AI actions	feature_grants	Core · 1	⚠ Never render a monthly price (QRS-845)
Standee orders	Buy the physical line	Order, track delivery	Orders, quantities	orders goods line	Add-on · 1	Goods COGS inside a SaaS book
Setup & activation	The 45-day contract, visible	Complete a milestone	Cards issued, hierarchy, catalogue, training, first 50 interactions	activation	Core · 1	Day-45 health check lives here
Subscription, invoices & GST	The commercial record	Upgrade, download	Plan, renewal, invoices +18% GST	plans	Core · 1	⚠ Web only
Audit log	Who changed what	Filter, export	Role, target, card and plan changes	audit	Growth · 2	⚠ Does not exist. First thing an enterprise review asks

5 · ⚠ Design these twelve first

51 screens is the destination. Designing all of them before five are validated is the trap this section keeps warning about

🔎 Every screen below is Core, Wave 1, and needed by a paying Foundation customer. They are also the whole of the zero-behaviour-change adoption path.

	Screen	Persona	Why first
1	Log a visitor	Receptionist	The adoption wedge. Must beat a pen
2	Today	Receptionist	Where reception lives all day
3	Visitor queue & assignment	Receptionist	Creates the attribution everything folds over
4	Enquiry inbox	Reception + Rep	⚠ The highest-volume entry point, and it had no screen at all
5	My day	Sales Rep	The proactive surface. Sets the product's tone
6	My Setu Card + health	Sales Rep	The product thesis, and the thing they show customers
7	Conversations	Sales Rep	The system of record
8	Catalogue & offers	Shared	What a scanned standee opens onto
9	Standee manager	Marketing	A paid line from day one
10	Setu Cards (issue/allowance)	Org Admin	Onboarding cannot happen without it
11	People	Org Admin	Same
12	Setup & activation	Org Admin	The 45-day contract needs a surface

⚠ And one design prerequisite that is not a screen: the public Organisation Setu Card is what a standee opens, it is the most-seen surface in the product, and 🧮 its images do not resolve today (QRS-852). Designing standees before that card is worth looking at is designing a door into an empty room.

6 · The journey, end to end

Related

• Persona feature map — the same personas by capability and plan
• Architecture validation — what each screen needs from the schema
• Commercial model — the tiers every screen is labelled against
• Go to market — the waves
• AI strategy — why no screen on this page is an "AI screen"