Text-based Storyboard — Desk Zero

Kit 19 · Desk Zero · deliverable · designed and built by I Wayan Usada · fictional composite (Vanleeuw & Partners, its GLA team and every SOP clause are invented)

Design premise

The lane is a rule, not a mood. Revised after the build so it matches what ships: the 2D inbox and the 3D desk both read desk-data.js.

Flow per email

1. Lift and read the request (3D: the sheet moves from the in-tray to the middle of the desk).
2. Open the SOP binder to the clause that governs it. Twelve clauses, with look-alikes side by side: 4.1 waitlist moves / 4.2 enrolment conflicts, 5.1 expired invitations / 5.3 provisioning errors, 6.1 completion records / 6.4 data-subject requests, 7.1 pending confirmations / 7.3 late cancellation with rebooking, 9.1 full-session exceptions / 9.2 senior-leader requests with free seats.
3. Cite the clause. The lane buttons (3D: the trays) stay locked until a clause is cited.
4. File it: SOLVE, ESCALATE or DOCUMENT. Filed once; no retry until it lands right (the old 3D returned misfiled emails to the tray, so it could be brute-forced).
5. Feedback: right lane and clause, right lane with the wrong clause, or the lane and clause with what goes wrong on the lane you chose.

The eight emails

Then write it down (LO3)

After the eight, the learner writes the escalation note to the L&D Lead for email 5, using the LMS facts shown. A four-item rubric follows (clause cited, facts stated, decision and time named, no promise or judgement); the clause is auto-checked, the rest is self-assessed, and a model note is shown.

Scoring

Lane 1 + clause 1 per email, max 16, pass 14. Routing within 5 seconds of opening is flagged, never penalised (the earlier 2D halved the points for rushed answers while its own text said the timer never penalises). Pattern: hero mode (solving escalations), escalitis (escalating what the desk owns), or a defensible desk.