The proposed journey
CH-D1 (Cross-channel journey) follows the fictional learner from a cancellation message to a call. The first proposed trial is process-only and covers provider-run courses. The message refers to the existing case, and the case worker checks who is calling and what they may discuss before sharing protected details. Both routes use the same agreed meaning of a proposed alternative and an accepted resolution.
| Event | Information retained |
|---|---|
| Message sent | Case reference, offer version and delivery state; sending alone establishes no agreement. |
| Learner calls | Identity/authority checks appropriate to the discussion, existing offer and unanswered questions. |
| Learner agrees | Agreed alternative, actor, time and the record required by the business rule. |
| Confirmation | Accepted result and any remaining action, in an accessible form for the learner. |
A later software option would let the case worker save an action on a mobile device while offline. CH-S1 (Pending and accepted actions) requires the interface to distinguish local saving from server acceptance. When the device reconnects, the case service checks the current case state and the caller’s authority. The security example governs access, while the systems contract governs the accepted result and repeat requests.
A proposed check
Start online, continue by phone, and then review the original message. Can the learner and worker establish the same current position? Repeat after a rule change and with a delayed notification. Retain discrepancies and their owners in the channel record. These checks have not been run.