> Kit 19 · Desk Zero · deliverable · designed and built by Wayne — instructional design portfolio

## The goal

L&D coordinators route shared-inbox requests in one pass with >=90% SOP-correct lanes, without sub-five-second autopilot.

## What people do instead

Coordinators triage by mood and sender name; fast-and-wrong routing creates rework, and nobody can say which SOP applies.

## The actions that close the gap

| # | 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 |

## What this training will not do

It will not clean the real inbox or write new SOPs — it trains the routing judgment the existing SOPs already define.

## How the artifact scores the actions

Debrief scores lane correctness, SOP recall and the autopilot rate — the pattern is the score, not the inbox.