PMO CX Sequencing · D-SEQ-05 · Reserved for SC#3 ratification

Mr Punter's Three CX Features — Four-Hats Sequencing

Mr Punter self-identified on 2026-07-04 as the CX designer of three platform features and requested all three land, delegating the sequencing/architecture call to the four hats (EA · SA · PMO · CTO). This paper records the reasoning trail, reserves the sequencing decision as D-SEQ-05 for SC#3 ratification, and names the shared-RRP-data source-of-truth architectural call that binds the wizard slider and the Sally consent screen to one file.

CX Designer Attribution

Mr Punter is the CX designer of all three features on this paper.

Previous PMO papers attributed Mr Punter as "originator of ideas relayed by the Chair" for the CM postcode model (Item 6) and community-earnings redistribution (Item 7). The 2026-07-04 clarification is stronger and more accurate: Mr Punter is the CX designer of the onboarding wizard (Item 5, Airbnb-host analogue), the CM postcode-exclusive territory model (Item 6, reciprocal-not-extractive ethos), and the Sally-shaped consent capture flow (Item 10, trust surface of the federated network). Design, build, and implementation is the responsibility of PMO Tech Workstream (WS2) under Ms Oliver's accountable ownership per Steerco Decision D110 — but the CX intent belongs to Mr Punter.

The Three Features — Landing Order

Ordered by dependency, not by feature importance. All three land in Phase 1. Sprint targets are RESERVED — SC#3 ratifies.

Feature 1 of 3 · EPIC-04 + shared RRP data (foundation)

Sprint AD (07-13 → 07-24)

CM Postcode-Exclusive Territory Model (Foundation)

Mr Punter's CX intent: "We don't want the platform to be extractive of local communities, we want it to be reciprocal." Territory = postcode cluster, exclusive to one CM. Compensation = activation bonus + share of $1,500 membership + community-distribution curation authority. NO per-referral cut (would recreate extractive dynamic locally).

Minutes reference

Flying-Minutes Item 6 (attributed originating idea)

Backlog reference

EPIC-04 (CRM Go-Live Slice 1) — postcode → CM lookup is the underlying data model both wizard and consent consume

Why this sprint: CM data model is the SHARED FOUNDATION both wizard and consent consume — SA discipline says "build once, consume twice". Matt needs CM recruitment on Monday after SC#3 (EPIC-04). The postcode-exclusivity table is written in AD so wizard AE and consent AE both consume it stable.

Feature 2 of 3 · EPIC-03 (scaffold in AD, UX in AE)

Scaffold in Sprint AD (07-13 → 07-24) · Full Sally-shaped UX in Sprint AE (08-10 → 08-20)

Sally-Shaped Referral Consent Capture

Mr Punter's CX intent: Not a legal checkbox — the TRUST SURFACE of the whole federated network. Sally receives a Flip360-branded consent page BEFORE her details flow to the receiving provider. Plain-language options: what fields, which provider, what contact method, duration, revocability.

Minutes reference

Flying-Minutes Item 10 (raised by PMO, CX designed by Mr Punter, ratified as EA Rule 4)

Backlog reference

EPIC-03 (CRM Consent-to-Refer) — split across two sprints per CX intent

Why this sprint: EA Rule 4 is a CONSTITUTIONAL PREREQUISITE — cannot onboard providers who will refer in a legal vacuum. Scaffold (data model + /consent/:token route stub + Twilio integration) lands in AD paired with EPIC-04. Full Sally-shaped UX (7-step flow with fields/provider/method/duration/revocability plain-language screens) lands in AE alongside wizard so real providers see it working end-to-end.

Feature 3 of 3 · EPIC-02 (post-buffer AE)

Sprint AE (08-10 → 08-20), post AE-buffer

Provider Onboarding Wizard (Airbnb-Host Analogue)

Mr Punter's CX intent: "The Flip360 provider is like an Airbnb host — they control what they pay for a referral, informed but not dictated by platform guidance." Five-part flow: (1) tick services, (2) set fee per service via slider $0-$2,500 with RRP guide, (3) transparent platform-take disclosure, (4) nominate community organisations for Foundation pool, (5) ABN + bank details.

Minutes reference

Flying-Minutes Item 5 (CIMA/CX-hat proposal by Mr Punter)

Backlog reference

EPIC-02 (Onboarding Wizard) — depends on EPIC-04 stable in prod

Why this sprint: D-SEQ-03 discipline invoked (dependency-honest): wizard depends on EPIC-04 stable in prod, not merely merged. AE-buffer (07-25 → 08-09) is where Matt actually uses EPIC-04 with real contact lists, edge cases surface, delivery unit stabilises. Then wizard lands ON stable CRM. Lands at SC#6 (08-17) — natural Phase 1 close-out governance boundary.

Four-Hats Reasoning Trail

Each hat asked its own question independently. All four converged on the same sequencing.

EA Hat

What is the constitutional rule that sequences these three features?

EA Rule 4 (customer consent for third-party disclosure) is a constitutional prerequisite for any provider-to-provider referral firing on the platform. You cannot onboard a provider who will make referrals in a legal vacuum. Privacy Act 1988 APP 6 + Spam Act 2003 are non-negotiable.

Verdict: Consent surface (at least the data model + route scaffold) must be architecturally present in Sprint AD, before the wizard opens in AE for real provider signups. Full Sally-shaped UX can land in AE, but the scaffold cannot slip.

SA Hat

What is the dependency graph between the three features?

Wizard writes providers + cm_territories tables. Consent writes consent_events table hash-chained to referrals. CM postcode-exclusivity is the SHARED DATA MODEL both wizard AND consent consume — wizard uses it for territory assignment (step 3), consent uses it for "which provider will receive" (step 5). The RRP data (per-vertical fees) also feeds BOTH the wizard slider AND the consent-time fee display.

Verdict: CM postcode model + RRP data are shared foundations — build once in AD (as part of EPIC-04), consume twice (wizard AE, consent UX AE). One file source-of-truth: src/data/referral-fee-rrp.ts extracted from market-sizing.ts in AD.

PMO Hat

What is the value-time balance across these three features?

Matt needs to recruit CMs on Monday after SC#3 ratification — that value materialises via EPIC-04 (CRM CM-recruitment slice) in Sprint AD. Wizard onboards providers who arrive AFTER CM recruitment fires. Consent fires when providers START REFERRING — which is AFTER wizard onboards them.

Verdict: Value materialises in this order: (1) CM recruit in AD → (2) wizard onboards providers in AE → (3) provider refers → (4) Sally consents. Sequencing follows value flow: EPIC-04 in AD, EPIC-02 wizard + EPIC-03 consent UX in AE.

CTO Hat

What is the stabilisation profile — where is slip risk highest?

EPIC-04 (CRM data model + CSV import + AI templates + send queue + D1 schema) is the riskiest sprint. Slip probability is high because it introduces multiple new subsystems. The AE-buffer (D-SEQ-03) exists specifically for Matt to actually use EPIC-04 with real contact lists before wizard lands on top.

Verdict: Do not stack wizard onto unstabilised CRM. Preserve AE-buffer 07-25 → 08-09. Wizard lands 08-10 on a CRM that Matt has been using for 2 weeks in production.

SA Architectural Decision · Shared Data Source of Truth

One file. One number. Four consumers.

Mr Punter's CX intent is Airbnb-host-analogous provider agency: informed by RRP guidance, not dictated by platform. That guidance must be CONSISTENT across every surface where a fee is shown. If the wizard says $250 RRP for mortgage-broker referral and the consent screen shows a different number, the whole trust surface collapses. One file, one number, four consumers.

File

src/data/referral-fee-rrp.ts (new, extracted in Sprint AD)

Extracted from

src/data/market-sizing.ts (18 AU professions, Q×F×P methodology, per-profession derivation notes)

Extract sprint

Sprint AD (07-13 → 07-24) — must land before AE where wizard + consent UX consume it

Consumed by

Onboarding wizard slider (EPIC-02, Sprint AE) — provides RRP guide for provider fee slider $0-$2,500
Sally-shaped consent screen (EPIC-03, Sprint AE) — displays "referral fees RRP-guided" when Sally sees which provider will receive
Investor brief v2.0 per-vertical RRP tables (EPIC-01d, Sprint AC-2) — "For Providers" tab break-even calc against membership
CRM referral-creation UI (future, referral network scope) — RRP-guided fee suggestion when provider initiates referral

Sequencing Decision · D-SEQ-05 · Reserved for SC#3

CX-Informed Sequencing of Mr Punter's Three CX Features

Question: How do the onboarding wizard (EPIC-02), Sally-consent (EPIC-03), and CM postcode-exclusive territories (EPIC-04 foundation) sequence across sprints AD-AE, given Mr Punter's CX designer authorship of all three?

Options considered:

(a) CX-first (minutes as-written) — Wizard first in AC, then consent + CM in AE. Rejected: violates EA Rule 4 (onboarding providers who will refer with no consent surface architecturally present).
(b) CRM-first without CX input (previous backlog reconciliation) — EPIC-04 + EPIC-03 paired in AD, wizard in AE. Correct sequencing but did not name Mr Punter as CX designer or explicitly connect the shared RRP data source.
(c) CX-Informed Four-Hats (this decision) — AD lands EPIC-04 CRM + EPIC-03 consent scaffold + shared RRP extraction. AE-buffer stabilises. AE lands EPIC-02 wizard + EPIC-03 full Sally UX consuming the shared RRP data. Attributes Mr Punter as CX designer throughout. RESERVED FOR SC#3.

Decision (reserved for SC#3)

Rationale: Four-hats convergence: EA says consent scaffold must precede wizard (constitutional). SA says CM postcode model + RRP data are shared foundations, build once consume twice. PMO says value materialises in order CM-recruit → wizard-onboard → refer → consent. CTO says do not stack wizard on unstabilised CRM. All four converge on (c).

Trade-off: Sally-shaped consent UX does not go live until AE (08-10), three weeks after CM recruitment fires. Mitigation: consent SCAFFOLD (data model + /consent/:token stub + Twilio integration) is live in AD — no referrals fire without consent architecturally. Full plain-language UX lands in AE with wizard.

Reversal point: SC#4 (2026-07-20) — mid-AD Steerco can compress the AD → AE-buffer → AE cadence if EPIC-04 lands unusually clean and Matt confirms Sally-UX urgency.

Landing Plan — What Ships When

Sprint AD
07-13 → 07-24

EPIC-04 — CM-recruitment CRM (CSV import, AI email templates, send queue). Matt's day-one operational tool.

EPIC-03 scaffold — consent_events data model, /consent/:token route stub, Twilio integration, cryptographic signature layer.

CM postcode territory foundation — cm_territories table seeded, postcode → CM lookup live.

Shared RRP extraction — src/data/referral-fee-rrp.ts extracted from market-sizing.ts.

AE-buffer
07-25 → 08-09

EPIC-04 stabilisation — Matt uses CRM with real contact lists. Edge cases surface. Delivery unit stabilises. NO NEW SCOPE. (D-SEQ-03 discipline.)

Sprint AE
08-10 → 08-20

EPIC-02 — Onboarding wizard (services multi-select → RRP-guided fee slider → transparent take → community nomination → ABN/bank). Consumes shared RRP data extracted in AD.

EPIC-03 full UX — Sally-shaped /consent/:token public surface with plain-language fields/provider/method/duration/revocability. Consumes shared RRP data + CM postcode territory data extracted in AD.

SC#6
2026-08-17

Phase 1 close-out gate — all three CX features live in production. Onboarded provider can be referred to. Sally consents. Referral fires.

Attribution Audit

Mr Punter — CX designer of all three features. Originator of the Airbnb-host onboarding analogue (Item 5), the postcode-exclusive CM territory model + reciprocal-not-extractive ethos (Item 6), and the Sally-shaped consent capture (Item 10).

Ms Oliver — Chair · PMO Director · WS2 Lead (D110). Accountable owner for design, build, and implementation of all three features. Convener of the 2026-07-04 working session that captured the CX intent.

AI agent team (four hats · EA/SA/PMO/CTO) — Delivery unit. Applied best-practice reasoning across the four disciplines to converge on the sequencing D-SEQ-05 reserves for SC#3 ratification. Extracted shared RRP data source-of-truth architectural call.

Related PMO surfaces:

SC#3 Papers Pack → · SC#3 Pre-Brief → · Backlog Register → · Sprint Plan → · Flying-Minutes →