User

Platform

Merchant

Stage 1

Discovery

Search repair intent

Finds official diagnosis entry

Detect high-intent query

Surface trusted diagnosis card

Tap card → enter IM diagnosis chat

Stage 2

Chat & Intake

Describe issue in chat

Text, chips, image upload

Confirm quote request

Review parameters before submit

Assign expert & context

Identity & trust card in thread

Generate service order

Structured quote request object

Stage 3

Matching

Compare & select offer

Reviews streamed quote list

User picks one merchant

Filter & rank merchants

Area, SLA, quality, coverage

Stream quote list into IM

Bids delivered in real time

Top merchants quote

Bid with timing and price

Stage 4

Fulfilment

Pay remaining balance

Online after service closed

Bind quote to transaction

Create deposit & balance orders

Complete on-site service

Work done, status closed

Stage 5

Feedback

Rate & tag quality

Score + issue feedback chips

Update ranking model

Improves future quote precision

History reused on next visit → Faster expert assignment next time

Discovery

Chat & intake

Matching

Fulfilment

Feedback & learning