hardDesignScenarioCase StudyMidSeniorStaffLead
The operations team says there is no rule for this, they just use judgement. How do you model that?
7 min readUpdated 2026-08-15
Answer
Short answer
Judgement is an unwritten rule plus a genuine discretion, so separate the two. Sample real decisions to find the factors deciding most cases, automate the unambiguous ends, and model the discretionary middle as a recorded decision carrying its inputs, recommendation and reason.
Use domain modelling as the thread through the modelling a process that runs on explanation: name the signal, then say what changes when it moves.
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Likely follow-ups
- Two operators decide the same case differently. Is that a defect in the process or a feature of it?
- How would you keep the recorded reason from collapsing into whichever code is first in the dropdown?
- The override rate on your automated band is thirty per cent. What does that tell you and what do you change?
- How does this design change if the decision has to be explained to a regulator or a customer years later?
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