Kit 19 · Desk Zero · deliverable · designed and built by I Wayan Usada — instructional design portfolio
L&D coordinators route shared-inbox requests in one pass with >=90% SOP-correct lanes, without sub-five-second autopilot.
Coordinators triage by mood and sender name; fast-and-wrong routing creates rework, and nobody can say which SOP applies.
| # | Behavior | What it looks like | Where the artifact trains it |
|---|---|---|---|
| 1 | Classify the request into one of three lanes by SOP | lane chosen matches the SOP clause cited in feedback | triage board |
| 2 | Resist autopilot on familiar emails | combo-timer shows fast-and-right vs fast-and-wrong | timing mechanic |
| 3 | State the rule, not the mood | debrief routes are defended with SOP numbers | pattern debrief |
It will not clean the real inbox or write new SOPs — it trains the routing judgment the existing SOPs already define.
Debrief scores lane correctness, SOP recall and the autopilot rate — the pattern is the score, not the inbox.
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