# 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
| # | Email | Lane | Clause | Look-alike trap |
|---|---|---|---|---|
| 1 | Two people, one seat | ESCALATE | 4.2 | 4.1 waitlist move: but no seat is free |
| 2 | GLA cancellation batch | SOLVE | 7.1 | escalating back to the team that asked |
| 3 | “Not provisioned” invite | ESCALATE | 5.3 | 5.1 resend: it is not an expired link |
| 4 | Which “difficult conversations” module | DOCUMENT | 2.6 | answering from memory, no FAQ log |
| 5 | Director wants a seat in a full session | ESCALATE | 9.1 | 9.2 senior-leader requests: only with free seats |
| 6 | GDPR question about assessment data | ESCALATE | 6.4 | 6.1 transcript question |
| 7 | Late cancellation, rebook to January | SOLVE | 7.3 | 7.1 pending confirmations |
| 8 | Vendor early-bird renewal | DOCUMENT | 8.2 | “reply to confirm” is a spend commitment |
## 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.