The primary journey, with the failure points where Kenyan vendors typically lose trust. Two processes run underneath: inventory truth — one source of truth feeding site and quotes — and the content pipeline: every delivered event produces a reveal reel, catalogue photos and a review, so the catalogue compounds.
01 / Discover
Reel with the price on itTikTok · IG · referral
FrontstageReveal reel with the price on the video; comment-to-DM automation replies with a package card and WhatsApp link.
Fails whenPosting without prices; slow DM replies.
02 / Browse
Priced setup pagesCatalogue site
FrontstageReal photos, availability hint for their date; occasion and item axes both land on the same setup pages.
Fails whenStale prices differ from quotes; stock photos; no ruracio category.
03 / Estimate
Live KES estimateSelf-serve
FrontstageGuest slider and add-ons; a downloadable, shareable package card for the committee group.
Fails whenContact details demanded before showing any number.
04 / Quote
Same-day itemised quotePDF + link
FrontstageBranded quote the same day; optionally an AI render of their venue dressed in the package.
Fails whenThe quote arrives after the committee fixed its budget; quote ≠ catalogue maths.
05 / Negotiate
Structured options onlyCommittee debates
FrontstageLower tier, remove items, weekday rate; a 48-hour provisional date hold.
Fails whenAd-hoc discounts teach clients to haggle; the date is given away silently.
06 / Book
Reserve with KES XM-PESA deposit
FrontstagePayment link, instant receipt, milestone schedule confirmed in writing.
Fails whenPersonal-number M-PESA; no receipt; unclear refund terms.
07 / Pre-event
Milestones and tweaksReminders
FrontstageOrder editable until ~2 weeks out; a final confirmation call.
Fails whenSurprise fees at the end; the vendor goes quiet near the date.
08 / Event day
Setup matches the photosThe real product
FrontstageOn time, branded crew, QC photos before the handover walkthrough.
Fails whenSetup ≠ catalogue photo — the single biggest reputational risk.
09 / Follow up
The catalogue compoundsReview · referral
FrontstageBest photos, a Google review link, a referral offer — KES 2,000 by M-PESA for a booked referral. The event becomes a new named setup.
Fails whenThe review is never asked for — 83% of customers asked will leave one.