A site we worked on launched looking great: fast, clean, and the signup flow tested well. Then the verification queue started filling up. Every new signup had to be checked by a compliance person, and that part of the product was a plain list. No filters, no way to see who had been waiting longest, no record of who had already opened an application. Within a week the people doing the checking were keeping a side spreadsheet to stay sane, and new customers were waiting days for an approval the marketing page had implied would take minutes. Nothing was technically broken. The front door was beautiful and the room behind it had no furniture. Now, when a site creates work for a human, we design that human's screen in the same sprint as the landing page: queue order, assignment, and a visible history of who touched what. Worth knowing where the work goes after someone signs up on your site, and who they are waiting on.
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