Messages and reminders should support the performance of the task rather than multiply signals. When designing software, it is worth determining when notification is needed and what the recipient will do after it.
Start with the event and responsibility
The team in Warsaw may need information about a new notification, change of deadline or a pending task. Each event should have a specific recipient. Sending everything to everyone makes it difficult to notice things that really require a reaction.
Save the expected action as well. If the recipient has nothing to do and does not need this knowledge, perhaps a story in the application will suffice instead of an additional message.
Enter context with no excess data
The notification should explain the subject, status and place of execution of the next step. The link can lead directly to the task, while maintaining the required access control. You do not need to place all the documentation and data of the client in the message content.
It is also important to distinguish between the confirmation of the performance of the action from the call for its execution.
Predict repetitions and delays
- What will happen after the same report has been reopened?
- Does changing several fields generate several messages?
- Will the reminder be cancelled when the task is closed?
- How will the service notice the delivery problem?
For example, a reminder of the document's approval should not continue to encourage a decision that has already been taken. Such situations need to be included in the logic of the process and not just in the appearance of the message.
Check the entire task cycle
Test the creation, change, reminder and termination of the case. See if the user receives the correct information also after changing the responsible person. Determine which settings can match yourself.
We write about earlier describing the process in Application User Role GuideWell-prepared notifications limit uncertainty and lead to action, maintaining a reasonable number of messages.
