Customer Task Workflows

This playbook focuses on the current customer journeys that were verified from the live route tree and the refreshed loan behavior.

A. Access and Session Handling

CF-01 Sign in and land on the dashboard

Route: /login -> /app

1. Open the customer portal and select Continue With Password if the handoff screen appears.
2. Authenticate with valid customer credentials.
3. Confirm the session resolves into /app.
4. Verify the dashboard summary, quick actions, and recent activity load without a redirect loop.

Expected result: the customer lands on the dashboard with a live wallet and transaction summary.

CF-02 Return through the root route

Route: /

1. Open the portal root while signed out.
2. Authenticate when prompted.
3. Reopen / while signed in.
4. Confirm the app sends the customer back into the protected workspace rather than leaving them on a public landing state.

Expected result: root-route handling is session-aware and stable.

B. Wallets, History, and Statements

CF-03 Open the wallet portfolio through the alias route

Route: /app/wallet -> /app/my-wallets

1. Open /app/wallet.
2. Confirm the route redirects to /app/my-wallets.
3. Review primary and secondary wallets, balances, and account-number masking.
4. Use a wallet shortcut to move into a payment or transfer flow.

Expected result: the alias resolves correctly and wallet context remains intact.

CF-04 Review transaction history and export a statement

Route: /app/transactions -> /app/statements

1. Open transaction history and apply date, type, or status filters.
2. Search by reference to confirm that a known transaction is traceable.
3. Move into the statements workflow for the same date range.
4. Verify that statement totals reconcile with the filtered transaction list.

Expected result: history and statements stay consistent for the same wallet and date range.

C. Daily Money Movement

CF-05 Send money from the customer workspace

Route: /app/transfer-money

1. Open the transfer page.
2. Choose a recipient manually or from recent contacts.
3. Enter the amount and confirm the fee and total debit preview.
4. Complete the transfer and confirm the transaction appears in history.

Expected result: the posted transfer matches the quoted fee and amount.

CF-06 Pay a bill with reference and fee confirmation

Route: /app/pay-bills

1. Select the biller and enter the account or customer reference.
2. Enter the amount and review the fee preview.
3. Submit the payment.
4. Check history for the resulting bill-payment record and status.

Expected result: the bill payment books with the correct bill reference and channel status.

CF-07 Move from merchant payment into QR

Route: /app/merchant-payment -> /app/qr-payments

1. Start on the merchant-payment route.
2. Use the scan-based handoff into the QR flow when the merchant code or till is better captured visually.
3. Confirm the QR route opens in the same signed-in customer session.
4. Complete or cancel the payment and return to the originating workflow.

Expected result: the merchant-to-QR handoff keeps the customer inside a single payment journey.

D. Loans and Repayments

CF-08 Review active versus pending loans

Route: /app/loans

1. Open the loans page.
2. Read the active and pending status chips.
3. Confirm the page prioritizes the current live loan above new offers when an active platform loan exists.
4. Verify that pending applications remain visible without replacing the active servicing view.

Expected result: the customer can tell the difference between a loan being serviced now and one still under review.

CF-09 Apply for a new loan when eligible

Route: /app/loans

1. Open the loans page while no active platform loan blocks new borrowing.
2. Review the currently returned offers, terms, and indicative repayment.
3. Choose the product, amount, and term.
4. Submit the application and confirm the resulting status moves into a pending state.

Expected result: the new application appears in the customer loan list with a review-oriented status.

CF-10 Open servicing detail from the current loan card

Route: /app/loans

1. Select the active platform loan card.
2. Confirm the servicing panel loads the repayment summary, next installment, repayment progress, and schedule.
3. Review the repayment ledger below the schedule.
4. Confirm the selected loan remains stable when the page refreshes.

Expected result: the customer sees a single coherent servicing view for the current loan.

CF-11 Repay from the selected wallet

Route: /app/loans

1. Open the active loan servicing panel.
2. Choose the wallet to debit from the Wallet to use selector.
3. Enter a repayment amount or choose a quick amount.
4. Submit the repayment and confirm the success message identifies the wallet used.

Expected result: the repayment request is wallet-aware and the selected wallet is the debit source.

CF-12 Handle insufficient wallet balance

Route: /app/loans

1. Choose a wallet whose available balance is lower than the amount you want to repay.
2. Enter the larger amount.
3. Submit the repayment.
4. Confirm the page blocks the request and explains that the selected wallet does not have enough available balance.

Expected result: the repayment is not posted and the customer receives an actionable balance warning.

CF-13 Enter more than the outstanding balance

Route: /app/loans

1. Choose a valid repayment wallet.
2. Enter an amount larger than the remaining loan balance.
3. Submit the repayment.
4. Confirm the system applies only the outstanding amount and leaves the excess in the selected wallet.

Expected result: the customer cannot accidentally overpay the loan principal through the portal.

CF-14 Verify the repayment ledger after posting

Route: /app/loans

1. Complete a repayment or refresh the servicing page after a recent repayment.
2. Review the repayment ledger and progress summary.
3. Check the repayment reference, amount, and resulting outstanding balance.
4. Confirm the progress bar and totals reconcile with the new ledger entry.

Expected result: the servicing summary and the repayment ledger agree on the current loan state.

E. Security and Self-Service

CF-15 Update account and security settings

Route: /app/profile, /app/settings, /app/security/2fa

1. Open /app/settings and confirm it resolves to the profile workspace.
2. Review profile details and account-level self-service options.
3. Open /app/security/2fa.
4. Confirm the portal shows the live two-factor state from the identity platform.

Expected result: profile and security routes resolve correctly and do not diverge into separate local-only state.

CF-16 Enroll the first passkey from the customer security page

Route: /login -> /app/security/2fa

1. Open the customer portal and select Continue With Password if the customer handoff screen appears.
2. Sign in with the customer username and password.
3. Open /app/security/2fa.
4. Confirm the page shows Passkeys: No passkey enrolled.
5. Select Set Up Passkey.
6. If Keycloak asks for re-authentication, enter the same username and password again.
7. Complete the browser or device passkey prompt using Touch ID, Windows Hello, a synced mobile passkey, or a hardware key.
8. Wait for the flow to return to /app/security/2fa.
9. Confirm the passkey count changes from No passkey enrolled to 1 passkey enrolled.

Expected result: the customer returns to the portal security page with a live registered passkey and password fallback still available.

CF-17 Sign in with an enrolled passkey

Route: /login -> Keycloak sign-in -> /app

1. Open the customer portal while signed out.
2. Select Continue With Password to reach the Keycloak screen.
3. If the browser shows a passkey prompt immediately, continue with it. Otherwise select Sign in with Passkey.
4. Approve the request on the same device or choose the platform option to use a passkey from another device.
5. Complete the biometric, PIN, security-key tap, or cross-device approval step.
6. Confirm the browser returns to /app without requiring the password again.

Expected result: passkey login completes successfully and the customer lands on the authenticated dashboard.

CF-18 Reach support and notifications

Route: /app/notifications, /app/help

1. Open notifications to review recent customer-facing events.
2. Open help and review the support entry points available to customers.
3. Use transaction or loan references gathered from earlier flows when preparing a support request.

Expected result: support escalation starts with the same references that appear in the operational pages.