Dynamic User Assignment
Routing quality work to the right person across 50+ sites.
- Company
- MasterControl
- Product
- MX Production Records & Logbooks
- Role
- Senior Product Designer
- Team
- PM · Eng · QA · CS · Designer
- Timeline
- Q4 2025 — Q2 2026
Context
One global pharma customer ran 50+ sites and 1,600 quality events a month — burning 12 FTE just moving work to the right inbox. Another kept 14 near-identical copies of the same workflow.
By the numbers
- 12 FTE
- Spent on manual routing at one customer
- 14×
- Workflow duplication for multi-site ops
- $600K+
- Revenue at risk from the gap
Problem
01 / 05
A simple rule-based assignment tool forced a binary: assign an entire static group, or hand-route every step in a quality event. Neither scales when the right assignee depends on site, department, product line, or severity.
"How do we get work to the right person, across sites and steps, without admins managing every assignment?"
Research
02 / 05
Four weeks of interviews with 4 internal SMEs and 4 customer orgs, full journey mapping, and a 40+ customer survey on assignment patterns.
What customers actually wanted
03 / 05
Stakeholders framed this as "predetermined vs. dynamic." Research blew that up — customers wanted both, simultaneously. A hybrid additive model: rule-based defaults plus context-specific selections at execution.
"We want to use the combination of both dynamic and static. — Pharma QA lead"
Prototyping & validation
04 / 05
Using a fully functional HTML prototype, we conducted 30-minute sessions with three customer organizations, validating that the proposed solution supported their use cases and workflows.
"Not to be optimistic, but this is very very good - STADA Quality Manager"
Solution
05 / 05
A dynamic assignment system that uses a user picker field during Event execution, paired with additional configurable assignment modes, to automatically route work to the appropriate individual at runtime.
- →Cascading filters — site, role/group, department
- →Three modes — rule-based, from prior step, assign at launch
- →Hybrid additive — baseline rules plus dynamic selections
Impact
- 01
Reframed "static vs. dynamic" into a hybrid model that served 100% of use cases
- 02
Collapsed 14 site-specific workflows into one configurable workflow
- 03
Targeting 70% less manual reassignment and 12 FTE recovered at the lead customer