The small breaks stop living in a group chat

From constraint to handover

1. Challenge

   After the intake workflow shipped, staff still sent screenshots to whoever was online.

2. Approach · 01

   After the intake workflow shipped, staff still sent screenshots to whoever was online. The next block was not more automation. It was a monthly support block with a named contact, and a rule that a large change becomes its own hour request.

3. Approach · 02

   The month is the support rate times 30. Unused hours do not roll into a shadow project. Urgent is named. Everything else waits. That constraint is what keeps a support block from becoming an unscoped rebuild.

4. Approach · 03

   The story only works because the earlier workflow existed and the studio already knew it. Support is a poor first purchase when nobody has seen the system. In that case the first note should describe the break and ask which block it actually is.

5. Result

   A monthly support block with a named contact, and a rule that a large change becomes its own hour request.