{
  "schemaVersion": "1.0",
  "title": "Appointment Scheduling System",
  "lang": "en",
  "prd": {
    "oneLiner": "Connect service rules, availability, bookings, notifications, changes, cancellations, waitlists, and operating outcomes.",
    "goal": "Increase completed bookings and reduce operating loss from no-shows and manual schedule adjustments.",
    "whyNow": "Availability, practitioner calendars, customer changes, and waitlists live across calls and calendars, making empty slots and customer commitments difficult to manage.",
    "category": "Internal operations system",
    "platforms": [
      "Web"
    ],
    "problem": "Availability, practitioner calendars, customer changes, and waitlists live across calls and calendars, making empty slots and customer commitments difficult to manage.",
    "solution": "Connect service rules, availability, bookings, notifications, changes, cancellations, waitlists, and operating outcomes.",
    "alternatives": "Email, chat, spreadsheets, and manual ledgers",
    "differentiator": "Manage intake, processing, and operations data as one connected source of truth.",
    "targets": [
      {
        "name": "Customer booking a service and schedule operations practitioner",
        "role": "Requester and operational user",
        "needs": "Quickly register needed work and know its status.",
        "pain": "Availability, practitioner calendars, customer changes, and waitlists live across calls and calendars, making empty slots and customer commitments difficult to manage."
      },
      {
        "name": "Appointment and service operations coordinator",
        "role": "Operations administrator",
        "needs": "Manage priority and history and review operations metrics.",
        "pain": "Availability, practitioner calendars, customer changes, and waitlists live across calls and calendars, making empty slots and customer commitments difficult to manage."
      },
      {
        "name": "System and policy administrator",
        "role": "Operations and security administrator",
        "needs": "Manage access, policy, and audit history.",
        "pain": "Availability, practitioner calendars, customer changes, and waitlists live across calls and calendars, making empty slots and customer commitments difficult to manage."
      }
    ],
    "scenarios": [
      {
        "text": "An operational user registers required work and checks its status.",
        "start": "P1"
      },
      {
        "text": "An operator processes queued work and handles exceptions.",
        "start": "P5"
      },
      {
        "text": "System and policy administrator reviews policy and access.",
        "start": "P9"
      },
      {
        "text": "System and policy administrator reviews audit records and operating metrics.",
        "start": "P10"
      }
    ],
    "northStar": "Share of operations requests completed on time",
    "kpis": [
      {
        "name": "On-time processing rate",
        "target": "Increase completed bookings and reduce operating loss from no-shows and manual schedule adjustments.",
        "baseline": "Not measured",
        "method": "Monthly aggregation of state changes against target dates",
        "refs": [
          "F6"
        ]
      },
      {
        "name": "Operations visibility",
        "target": "100% of key work tracked",
        "baseline": "Not measured",
        "method": "Share of records connected to reporting",
        "refs": [
          "F11"
        ]
      },
      {
        "name": "Auditable operations rate",
        "target": "100% of key changes retained",
        "baseline": "Not measured",
        "method": "Monthly audit-log and change-history review",
        "refs": [
          "F12"
        ]
      }
    ],
    "inScope": [
      "Service, practitioner, availability, appointment, and change-request registration",
      "Appointment, calendar, customer, practitioner, waitlist, and no-show-history lookup",
      "Availability check, booking, confirmation, notification, rescheduling, cancellation, and waitlist handling",
      "Booking conversion, utilization, no-show, waitlist, cancellation, and practitioner reporting",
      "Service, practitioner, availability, appointment, and change-request registration validation and duplicate prevention",
      "Search, filter, and history management",
      "Owner, priority, and SLA management",
      "Approval and policy review",
      "Exception, rejection, and reprocessing",
      "Notifications and subscriptions",
      "External integration and data synchronization",
      "Role, permission, and audit management"
    ],
    "nonGoals": [
      "External customer portal",
      "Replacing adjacent systems such as accounting or payroll"
    ],
    "assumptions": [
      "User and organization data are available through company SSO.",
      "Operators manage policy and classification criteria."
    ],
    "risks": [
      "Weak initial classification can cause incorrect processing.",
      "Stale source data can reduce operational trust."
    ],
    "openQuestions": [
      "What defines urgent processing and approval?",
      "What are the post-completion verification and reopen rules?"
    ],
    "constraints": [
      "State, owner, and priority changes require audit logs.",
      "Access is limited by role.",
      "Permission, policy, and state changes require audit logs."
    ]
  },
  "requirements": [
    {
      "id": "R1",
      "title": "Intake and data quality",
      "desc": "Availability, practitioner calendars, customer changes, and waitlists live across calls and calendars, making empty slots and customer commitments difficult to manage.",
      "status": "todo",
      "priority": "high",
      "acceptance": [
        {
          "text": "Required context, changes, ownership, and status are retained in an auditable record.",
          "done": false
        }
      ],
      "features": [
        {
          "id": "F1",
          "title": "Service, practitioner, availability, appointment, and change-request registration",
          "desc": "Connect service rules, availability, bookings, notifications, changes, cancellations, waitlists, and operating outcomes.",
          "status": "todo",
          "priority": "high",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "Service, practitioner, availability, appointment, and change-request registration core processing rule",
              "desc": "Connect service rules, availability, bookings, notifications, changes, cancellations, waitlists, and operating outcomes.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "Service, practitioner, availability, appointment, and change-request registration exception and audit handling",
              "desc": "Connect service rules, availability, bookings, notifications, changes, cancellations, waitlists, and operating outcomes. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        },
        {
          "id": "F2",
          "title": "Service, practitioner, availability, appointment, and change-request registration validation and duplicate prevention",
          "desc": "Availability, practitioner calendars, customer changes, and waitlists live across calls and calendars, making empty slots and customer commitments difficult to manage.",
          "status": "todo",
          "priority": "high",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "Service, practitioner, availability, appointment, and change-request registration validation and duplicate prevention core processing rule",
              "desc": "Availability, practitioner calendars, customer changes, and waitlists live across calls and calendars, making empty slots and customer commitments difficult to manage.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "Service, practitioner, availability, appointment, and change-request registration validation and duplicate prevention exception and audit handling",
              "desc": "Availability, practitioner calendars, customer changes, and waitlists live across calls and calendars, making empty slots and customer commitments difficult to manage. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        }
      ]
    },
    {
      "id": "R2",
      "title": "Records and search",
      "desc": "Connect service rules, availability, bookings, notifications, changes, cancellations, waitlists, and operating outcomes.",
      "status": "todo",
      "priority": "high",
      "acceptance": [
        {
          "text": "Required context, changes, ownership, and status are retained in an auditable record.",
          "done": false
        }
      ],
      "features": [
        {
          "id": "F3",
          "title": "Appointment, calendar, customer, practitioner, waitlist, and no-show-history lookup",
          "desc": "Increase completed bookings and reduce operating loss from no-shows and manual schedule adjustments.",
          "status": "todo",
          "priority": "high",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "Appointment, calendar, customer, practitioner, waitlist, and no-show-history lookup core processing rule",
              "desc": "Increase completed bookings and reduce operating loss from no-shows and manual schedule adjustments.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "Appointment, calendar, customer, practitioner, waitlist, and no-show-history lookup exception and audit handling",
              "desc": "Increase completed bookings and reduce operating loss from no-shows and manual schedule adjustments. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        },
        {
          "id": "F4",
          "title": "Search, filter, and history management",
          "desc": "Connect service rules, availability, bookings, notifications, changes, cancellations, waitlists, and operating outcomes.",
          "status": "todo",
          "priority": "high",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "Search, filter, and history management core processing rule",
              "desc": "Connect service rules, availability, bookings, notifications, changes, cancellations, waitlists, and operating outcomes.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "Search, filter, and history management exception and audit handling",
              "desc": "Connect service rules, availability, bookings, notifications, changes, cancellations, waitlists, and operating outcomes. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        }
      ]
    },
    {
      "id": "R3",
      "title": "Processing and ownership",
      "desc": "Increase completed bookings and reduce operating loss from no-shows and manual schedule adjustments.",
      "status": "todo",
      "priority": "high",
      "acceptance": [
        {
          "text": "Required context, changes, ownership, and status are retained in an auditable record.",
          "done": false
        }
      ],
      "features": [
        {
          "id": "F5",
          "title": "Availability check, booking, confirmation, notification, rescheduling, cancellation, and waitlist handling",
          "desc": "Availability, practitioner calendars, customer changes, and waitlists live across calls and calendars, making empty slots and customer commitments difficult to manage.",
          "status": "todo",
          "priority": "high",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "Availability check, booking, confirmation, notification, rescheduling, cancellation, and waitlist handling core processing rule",
              "desc": "Availability, practitioner calendars, customer changes, and waitlists live across calls and calendars, making empty slots and customer commitments difficult to manage.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "Availability check, booking, confirmation, notification, rescheduling, cancellation, and waitlist handling exception and audit handling",
              "desc": "Availability, practitioner calendars, customer changes, and waitlists live across calls and calendars, making empty slots and customer commitments difficult to manage. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        },
        {
          "id": "F6",
          "title": "Owner, priority, and SLA management",
          "desc": "Increase completed bookings and reduce operating loss from no-shows and manual schedule adjustments.",
          "status": "todo",
          "priority": "high",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "Owner, priority, and SLA management core processing rule",
              "desc": "Increase completed bookings and reduce operating loss from no-shows and manual schedule adjustments.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "Owner, priority, and SLA management exception and audit handling",
              "desc": "Increase completed bookings and reduce operating loss from no-shows and manual schedule adjustments. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        }
      ]
    },
    {
      "id": "R4",
      "title": "Approval and exceptions",
      "desc": "Availability, practitioner calendars, customer changes, and waitlists live across calls and calendars, making empty slots and customer commitments difficult to manage.",
      "status": "todo",
      "priority": "high",
      "acceptance": [
        {
          "text": "Required context, changes, ownership, and status are retained in an auditable record.",
          "done": false
        }
      ],
      "features": [
        {
          "id": "F7",
          "title": "Approval and policy review",
          "desc": "Connect service rules, availability, bookings, notifications, changes, cancellations, waitlists, and operating outcomes.",
          "status": "todo",
          "priority": "mid",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "Approval and policy review core processing rule",
              "desc": "Connect service rules, availability, bookings, notifications, changes, cancellations, waitlists, and operating outcomes.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "Approval and policy review exception and audit handling",
              "desc": "Connect service rules, availability, bookings, notifications, changes, cancellations, waitlists, and operating outcomes. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        },
        {
          "id": "F8",
          "title": "Exception, rejection, and reprocessing",
          "desc": "Availability, practitioner calendars, customer changes, and waitlists live across calls and calendars, making empty slots and customer commitments difficult to manage.",
          "status": "todo",
          "priority": "mid",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "Exception, rejection, and reprocessing core processing rule",
              "desc": "Availability, practitioner calendars, customer changes, and waitlists live across calls and calendars, making empty slots and customer commitments difficult to manage.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "Exception, rejection, and reprocessing exception and audit handling",
              "desc": "Availability, practitioner calendars, customer changes, and waitlists live across calls and calendars, making empty slots and customer commitments difficult to manage. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        }
      ]
    },
    {
      "id": "R5",
      "title": "Notifications and integrations",
      "desc": "Connect service rules, availability, bookings, notifications, changes, cancellations, waitlists, and operating outcomes.",
      "status": "todo",
      "priority": "mid",
      "acceptance": [
        {
          "text": "Required context, changes, ownership, and status are retained in an auditable record.",
          "done": false
        }
      ],
      "features": [
        {
          "id": "F9",
          "title": "Notifications and subscriptions",
          "desc": "Increase completed bookings and reduce operating loss from no-shows and manual schedule adjustments.",
          "status": "todo",
          "priority": "high",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "Notifications and subscriptions core processing rule",
              "desc": "Increase completed bookings and reduce operating loss from no-shows and manual schedule adjustments.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "Notifications and subscriptions exception and audit handling",
              "desc": "Increase completed bookings and reduce operating loss from no-shows and manual schedule adjustments. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        },
        {
          "id": "F10",
          "title": "External integration and data synchronization",
          "desc": "Connect service rules, availability, bookings, notifications, changes, cancellations, waitlists, and operating outcomes.",
          "status": "todo",
          "priority": "high",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "External integration and data synchronization core processing rule",
              "desc": "Connect service rules, availability, bookings, notifications, changes, cancellations, waitlists, and operating outcomes.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "External integration and data synchronization exception and audit handling",
              "desc": "Connect service rules, availability, bookings, notifications, changes, cancellations, waitlists, and operating outcomes. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        }
      ]
    },
    {
      "id": "R6",
      "title": "Insights and controls",
      "desc": "Increase completed bookings and reduce operating loss from no-shows and manual schedule adjustments.",
      "status": "todo",
      "priority": "mid",
      "acceptance": [
        {
          "text": "Required context, changes, ownership, and status are retained in an auditable record.",
          "done": false
        }
      ],
      "features": [
        {
          "id": "F11",
          "title": "Booking conversion, utilization, no-show, waitlist, cancellation, and practitioner reporting",
          "desc": "Availability, practitioner calendars, customer changes, and waitlists live across calls and calendars, making empty slots and customer commitments difficult to manage.",
          "status": "todo",
          "priority": "high",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "Booking conversion, utilization, no-show, waitlist, cancellation, and practitioner reporting core processing rule",
              "desc": "Availability, practitioner calendars, customer changes, and waitlists live across calls and calendars, making empty slots and customer commitments difficult to manage.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "Booking conversion, utilization, no-show, waitlist, cancellation, and practitioner reporting exception and audit handling",
              "desc": "Availability, practitioner calendars, customer changes, and waitlists live across calls and calendars, making empty slots and customer commitments difficult to manage. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        },
        {
          "id": "F12",
          "title": "Role, permission, and audit management",
          "desc": "Increase completed bookings and reduce operating loss from no-shows and manual schedule adjustments.",
          "status": "todo",
          "priority": "mid",
          "acceptance": [
            {
              "text": "Required context, changes, ownership, and status are retained in an auditable record.",
              "done": false
            }
          ],
          "specs": [
            {
              "title": "Role, permission, and audit management core processing rule",
              "desc": "Increase completed bookings and reduce operating loss from no-shows and manual schedule adjustments.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            },
            {
              "title": "Role, permission, and audit management exception and audit handling",
              "desc": "Increase completed bookings and reduce operating loss from no-shows and manual schedule adjustments. Retain change, failure, and reprocessing conditions with history.",
              "acceptance": [
                {
                  "text": "Required context, changes, ownership, and status are retained in an auditable record.",
                  "done": false
                }
              ]
            }
          ]
        }
      ]
    }
  ],
  "ia": {
    "sections": [
      {
        "id": "S1",
        "title": "Intake and data quality",
        "pages": [
          {
            "id": "P1",
            "title": "Operations dashboard",
            "type": "top",
            "refs": [
              "F1",
              "F1:0",
              "F3",
              "F4:0",
              "F7:1",
              "F11"
            ],
            "children": []
          },
          {
            "id": "P2",
            "title": "Work list",
            "type": "page",
            "refs": [
              "F3",
              "F3:0",
              "F4",
              "F1:0",
              "F4:1",
              "F8",
              "F11:0"
            ],
            "children": []
          },
          {
            "id": "P3",
            "title": "Create record",
            "type": "page",
            "refs": [
              "F1",
              "F1:1",
              "F2",
              "F5",
              "F8:0",
              "F11:1"
            ],
            "children": []
          }
        ]
      },
      {
        "id": "S2",
        "title": "Records and search",
        "pages": [
          {
            "id": "P4",
            "title": "Record detail",
            "type": "page",
            "refs": [
              "F3:1",
              "F4:1",
              "F11",
              "F2",
              "F5:0",
              "F8:1",
              "F12"
            ],
            "children": []
          },
          {
            "id": "P5",
            "title": "Processing workspace",
            "type": "page",
            "refs": [
              "F5",
              "F5:0",
              "F6",
              "F2:0",
              "F5:1",
              "F9",
              "F12:0"
            ],
            "children": []
          }
        ]
      },
      {
        "id": "S3",
        "title": "Processing and ownership",
        "pages": [
          {
            "id": "P6",
            "title": "Approval and exception queue",
            "type": "page",
            "refs": [
              "F7",
              "F7:0",
              "F8",
              "F2:1",
              "F6",
              "F9:0",
              "F12:1"
            ],
            "children": []
          },
          {
            "id": "P7",
            "title": "Notifications and integrations",
            "type": "page",
            "refs": [
              "F9",
              "F9:0",
              "F10",
              "F3",
              "F6:0",
              "F9:1"
            ],
            "children": []
          }
        ]
      },
      {
        "id": "S4",
        "title": "Insights and controls",
        "pages": [
          {
            "id": "P8",
            "title": "Operations reports",
            "type": "page",
            "refs": [
              "F11",
              "F11:0",
              "F3:0",
              "F6:1",
              "F10"
            ],
            "children": []
          },
          {
            "id": "P9",
            "title": "Policy and access settings",
            "type": "page",
            "refs": [
              "F10:1",
              "F12",
              "F3:1",
              "F7",
              "F10:0"
            ],
            "children": []
          },
          {
            "id": "P10",
            "title": "Audit log",
            "type": "page",
            "refs": [
              "F8:1",
              "F12:0",
              "F12:1",
              "F4",
              "F7:0",
              "F10:1"
            ],
            "children": []
          }
        ]
      }
    ]
  },
  "flow": {
    "start": "P1",
    "transitions": [
      {
        "from": "P1",
        "to": "P2",
        "ref": "F1"
      },
      {
        "from": "P2",
        "to": "P3",
        "ref": "F2"
      },
      {
        "from": "P3",
        "to": "P4",
        "ref": "F3"
      },
      {
        "from": "P4",
        "to": "P5",
        "ref": "F4"
      },
      {
        "from": "P5",
        "to": "P6",
        "ref": "F5"
      },
      {
        "from": "P5",
        "to": "P6",
        "ref": "F7"
      },
      {
        "from": "P6",
        "to": "P5",
        "ref": "F8"
      },
      {
        "from": "P5",
        "to": "P7",
        "ref": "F6"
      },
      {
        "from": "P7",
        "to": "P8",
        "ref": "F9"
      },
      {
        "from": "P8",
        "to": "P9",
        "ref": "F10"
      },
      {
        "from": "P9",
        "to": "P10",
        "ref": "F12"
      },
      {
        "from": "P10",
        "to": "P4",
        "ref": "F11"
      },
      {
        "from": "P4",
        "to": "P1",
        "label": "Refresh operations status"
      }
    ]
  }
}