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Appendix D — User Journeys and Work Orchestration

D.1 Overview​

This appendix defines the user journey model for the Digital Experience Platform (DXP), emphasising work orchestration as the primary paradigm. The DXP is architected not as a record viewer, but as a surface for triage, prioritisation, batch action, exception handling, and resolution. The model supports high-volume, high-velocity work in complex organisational environments.

D.2 Dominant User Journeys​

In operational contexts, users engage primarily in:

  • Work intake (identifying actionable items)
  • Filtering and focus (narrowing to relevant subsets)
  • Batch action (applying actions to multiple items)
  • Exception handling (addressing outliers)
  • Deep dive (reviewing individual records as needed)

The single-record view is a terminal state, not the primary entry point.

JourneyDescription
Work IntakeWhat needs my attention today?
Filtering & FocusShow me the 20 things that matter
Batch ActionDo the same thing to many items
Exception HandlingWhy is this one different?
Deep DiveNow open this record

D.3 Work Queue as Core UX Primitive​

The primary surface is a Work Queue, not a data grid. Each row is a work item summary card, ranked and filtered for relevance. The UI presents actionable insight, not raw data.

┌──────────────────────────────────────────────────────────────┐
│ My Work Queue                                                │
│                                                             │
│ Priority: 🔴 High | 🟠 Medium | 🟢 Low                         │
│                                                             │
│ Filters: [ Status ] [ Owner ] [ SLA Risk ] [ Type ]          │
│                                                             │
├──────────────────────────────────────────────────────────────┤
│ 🔴 Case 12345   SLA in 2 days    Legal Services               │
│ 🟠 Case 12362   Waiting on user  Finance                     │
│ 🔴 Case 12378   Escalated        HR                          │
│ 🟢 Case 12401   New              IT                          │
│                                                             │
│ [ Select All ]  [ Batch Actions ▾ ]                          │
└──────────────────────────────────────────────────────────────┘
  • Each row is a summary card, not a raw record.
  • Rows are ranked (AI-assisted), not merely sorted.
  • Backend provides facts; UI remains simple.

D.4 Page/Slot Model Scaling​

The page/slot model accommodates high-volume work without degenerating into a data grid. Example definition:

{
  "pageId": "work-queue",
  "layout": "single-column",
  "slots": [
    {
      "slotId": "main",
      "component": "AdaptiveCardCollection",
      "capability": "work.queue.v1"
    }
  ]
}

The capability output is an array of Adaptive Cards. Rendering and interaction rules remain consistent regardless of cardinality.

D.5 Concrete Workflows​

D.5.1 Triage (Start of Day)​

  1. User opens "My Work"
  2. System resolves work.queue.v1
  3. AI scores urgency, flags risk, collapses noise
  4. User sees a focused set of items (e.g., 20–30), not the full population
  • No manual sorting or paging
  • No custom views required

D.5.2 Focused Filtering​

  1. User applies a filter (e.g., SLA Risk: High)
  2. Filter is passed as context to capability resolution
  3. Backend enforces correctness; AI re-ranks within scope
  4. UI re-renders cards

D.5.3 Batch Action​

  1. User selects multiple items
  2. Initiates batch action (e.g., Request Extension)
  3. Action emits Action.Submit to MCP tool
  4. No UI logic forks or workflow branching

D.5.4 Exception Handling​

  1. Card signals anomaly (e.g., "This case differs from normal patterns")
  2. User initiates deep dive
  3. System routes to single-record view

D.5.5 Deep Dive​

  1. User reviews full record detail
  2. All prior context and rationale are preserved

D.6 Design Rationale​

  • The DXP avoids large, multi-column grids in favour of summarised, actionable cards.
  • Cards present meaning and prioritisation, not just data fields.
  • Drill-down is available for detail; primary UX is focused on action and insight.
  • AI assists with ranking, filtering, and rationale, but does not alter the deterministic structure.
  • Capability contracts govern all outputs, ensuring consistency and explainability.

D.7 Scalability and Governance​

  • Pagination and performance are managed server-side and via virtualised lists.
  • Governance is enforced through capability contracts and review.
  • The page/slot model is agnostic to record volume and source.
  • Confidence and rationale are surfaced as first-class outputs.

D.8 Success Metrics​

  • Reduced time spent on single-record pages
  • Smaller, more actionable work queues
  • Faster resolution and clearer prioritisation
  • Fewer clicks to outcome

The DXP is a work execution surface, optimised for cognitive load reduction and operational efficiency. Exposure of every field is not a success metric; actionable insight and velocity are.