Hi team,
As part of improving how we process the wide variety of engagements funneled through our intake engine (submission portal) — including appointments, assistance requests, internal queries, claim registrations, and more — I’m evaluating how we handle tasks generated from these workflows.
Each engagement type kicks off distinct workflows, each with specific SLAs, prioritization, and processing logic.
We currently surface all tasks in a single inbox, but I’d like to propose two potential models moving forward:
-
Segmented Inbox Model
- Multiple dedicated inboxes based on engagement type (e.g., Claims Inbox, Assistance Inbox).
- Users can easily switch between inboxes depending on the type of work they are focused on.
- Reporting and SLA tracking are naturally aligned to each workflow.
-
Hybrid Model (Single Inbox + Smart Filters)
- Keep a single consolidated inbox.
- Introduce strong filtering, sorting, and labeling to allow users to narrow down tasks by engagement type.
- Retains simplicity while offering more control to power users.
Key considerations for both models:
- Ensuring users can quickly access all their tasks without unnecessary context switching.
- Supporting both workflow-specific focus and cross-workflow visibility.
- Impact on UX, technical implementation effort, and future scalability.
I’d love your input on this.
Are there any concerns around usability, implementation effort, or other trade-offs we should consider for either model?
Which approach do you feel better serves both users and operational needs?
Appreciate your thoughts!