Problem
The operational pressure, actors involved, and what breaks when state is unclear or ownership is missing.
← All work
Operational workflow
Enquiry Widget + Lead Triage Demo
Every enquiry becomes an owned queue item with controlled status changes.
Submit→
Queue→
SLA→
Status→
Audit
Next.jsPostgreSQLRBACSLAE2E Tests
System shape
Actors, actions, state transitions, boundaries, and the minimum structure required for the workflow to stay legible.
Technical decisions
Trade-offs across stack, data model, deployment, and guardrails — including what was intentionally deferred.
Implementation
How the system was built in practice: modules, interfaces, tests, and the path from prototype to usable product.
Limitations
Known failure modes, assumptions, and constraints that still shape how the system should be evaluated.
Next iteration
What would change under more time, scale, or production pressure — and why that order matters.
System layers
Capture layer
form submitsource tagvalidationdedupe
Queue layer
owner assignprioritySLA clockescalation
Status layer
newin progresswaitingclosed
Audit layer
change logactortimestampreason
System judgement
A lead without an owner is just noise.
Triage is a state machine — not a spreadsheet export.