Mobile Oil Change Platform
Customer App · Technician App · Admin Panel — Business & Functional Requirements. A broad menu of capabilities for the client to select from during discovery.
Business Requirements Document
1. Introduction & Purpose
This document defines the business and functional requirements for a mobile oil change platform consisting of three connected applications and a shared backend: a Customer App (book and manage on-site oil changes), a Technician App (receive, navigate to, and fulfil jobs), and an Admin Panel (operate, dispatch, and manage the business). Its purpose is to align stakeholders on the product vision and to provide a baseline for design and effort estimation.
2. Business Objectives
- Make routine vehicle maintenance effortless by bringing the service to the customer instead of requiring a workshop visit.
- Reduce the number of customers who delay oil changes (often 5,000–20,000 miles past due) through proactive, prediction-driven scheduling.
- Equip technicians to be dispatched efficiently and arrive prepared with the right oil and parts.
- Give the business full operational control and visibility through a central admin panel.
- Create recurring revenue via auto-scheduling, reminders, and subscription plans; grow order value through recommended oils and add-on services.
- Build trust in an at-home service model through transparency, live tracking, and service documentation.
3. Problem Statement
Most vehicle owners postpone oil changes well beyond the recommended interval because visiting a service center is inconvenient and easy to forget. There is an opportunity for a convenient, predictive, on-demand service that schedules itself around the customer's actual driving patterns — provided the operator has the dispatch and management tooling to deliver it reliably at scale.
4. Proposed Solution
A single platform with three role-based applications backed by a shared services layer:
| Component | Purpose |
|---|---|
| Customer App (iOS/Android) | Check service availability, manage vehicles, receive predictions and recommendations, book on-site service, pay in-app, and track the visit. |
| Technician App (iOS/Android) | Receive dispatched jobs, see the day's route and required oil/parts, navigate to customers, perform and document service, and manage offered products/inventory. |
| Admin Panel (Web) | Manage customers, technicians, bookings, dispatch, pricing, inventory, coverage areas, promotions, payments & disbursements, and reporting. |
| Backend Platform | Prediction & recommendation engine, payments, plate/VIN lookup, mapping/ETA, notifications, identity, APIs, and analytics. |
5. Scope
In scope: the Customer App, Technician App, Admin Panel, and supporting backend and integrations, as detailed in Part B. The specific features delivered will be those selected by the client during discovery.
6. Stakeholders
| Stakeholder | Role / Interest |
|---|---|
| Business Owners (2 founders) | Product vision; one leads the customer side, one leads technician operations. |
| Customers (vehicle owners) | Convenient, reliable, on-time oil changes. |
| Technicians | Clear dispatch, efficient routing, the right materials per job, and timely disbursements. |
| Operations / Admin staff | Manage bookings, dispatch, pricing, inventory, payments, and support. |
| ViitorCloud | Discovery, design, estimation, and delivery partner. |
| Third-party providers | Payment gateway, plate/VIN lookup, mapping/ETA, SMS/email/push. |
7. Target Users & Personas
- Busy professional — values convenience; wants service to "just happen".
- Multi-vehicle household — manages oil changes for several vehicles in one place.
- Mobile technician — needs jobs, routes, materials, and on-site tools in one app.
- Operations manager / admin — needs control and visibility over the whole operation.
8. Success Metrics
| Goal | Indicative Metric |
|---|---|
| Adoption | Registered users; vehicles per user; activation rate |
| Proactivity | % of appointments created from predictions/reminders vs manual |
| Revenue | Average order value; add-on attach rate; repeat-booking rate |
| Operations | On-time arrival %; jobs per technician per day; utilisation |
| Retention | Auto-schedule opt-in %; subscription uptake |
| Trust | Average technician rating; complaint rate |
9. Assumptions, Dependencies & Constraints
- The platform serves the US market only; distances/intervals are presented in miles (km optional).
- Prediction relies on customer-provided usage data (odometer, average mileage, last service date, monthly usage).
- Oil recommendation is rules-based: engine specification maps to the recommended oil and viscosity.
- Customers pay in-app only; technicians never collect payment. Disbursements to technicians occur after successful service, per an agreed schedule.
- Inventory may be centrally supplied and/or sourced locally by technicians; the model is a discovery decision.
- Third-party services are required for payments, plate/VIN lookup, mapping/ETA, and SMS/email/push.
- Sales tax is calculated per applicable US state/locale.
- At-home service implies liability/terms that customers must acknowledge.
Functional Requirements Document
Functional capabilities grouped by area. Tick the Include box for each feature the client wants.
Non-Functional Requirements
Quality attributes that apply across the platform.
| Area | Requirement |
|---|---|
| Platforms | Native or cross-platform iOS & Android apps; responsive web admin panel. |
| Security | Encryption in transit and at rest; PCI-compliant payments; secure auth and RBAC. |
| Privacy & compliance | US privacy expectations; consent capture; account/data deletion. |
| Performance | Responsive UI; near-real-time tracking; fast pricing and availability. |
| Reliability | Resilient to connectivity loss; reliable notifications; high uptime. |
| Scalability | Grows across additional US coverage and rising booking volume. |
| Localization | Multi-language and regional settings (units, tax). |
| Maintainability | Modular, documented, and testable codebase. |
| Monitoring & backup | Logging, monitoring, alerting, and regular backups / disaster recovery. |
Appendix: Discovery Questions
- Mileage source for prediction: manual entry or time-based estimate.
- Inventory model: centrally supplied, technician-sourced locally, or hybrid — and how reimbursement works.
- Technician pricing: fixed master prices, or technician-set prices within admin-defined limits.
- Technician disbursement schedule and rules after successful jobs.
- Plate-to-VIN data provider and acceptable per-lookup cost.
- Preferred payment gateway(s) and supported in-app methods.
- Coverage-area model: ZIP list, radius, or polygon zones.
- Dispatch model: fully automatic, manual, or hybrid assignment.
- Default units (miles vs km) and any subscription/membership model.
- Technician onboarding/verification requirements (documents, background checks).
- Branding: final product name, logo, and colour palette.