Aviation mental health practice
One intake. Four paths. One escalation.
In aviation mental health, a slow follow-up isn’t a conversion problem. It’s a safety one. We built the system that turns an assessment into the right next action, automatically.
- 4outcome tiers, each with its own follow-up
- 2tiers escalated to the clinical team in real time
- 0people enrolled by hand
The brief
Not a form. An intake system.
The practice didn’t need an online assessment. It needed a system that could tell different clinical outcomes apart, move each person into the right follow-up automatically, and put the ones who mattered most in front of the clinical team.
The assessment was not the finished product. The system around it was the work.
The decision logic
Four outcomes. Two need a person.
- RedImmediate interventionEscalated to Slack
- OrangeAttentionEscalated to Slack
- YellowTier-specific follow-up
- BlueTier-specific follow-up
Tier names are the ones used in the implementation. No clinical meaning is invented for Yellow or Blue beyond what the system does with them.
What we built
From a response to a next action.
A branching assessment
Sections, conditional paths and a final classification step that resolves every respondent into one of four endings.
Verified before anything depends on it
Every submission runs one chain: entry, email verification, contact created or updated, then a split by outcome tier. A clinical follow-up sent to an address that doesn’t exist is someone who answered honestly and heard nothing back.
The outcome decides the lifecycle
Each tier enters its own campaign automatically. The captured sequence runs five emails a week apart, then exits.
Not every outcome is an email
The two highest-priority tiers carry a second route that leaves the marketing stack entirely and posts into the clinical team’s Slack, on the outcome, not on someone checking a spreadsheet.
Delivered
What exists at the end.
- A branching clinical assessment with four outcome paths
- Automated classification and tier-based routing
- Email verification before any downstream automation
- Four tier-specific lifecycle campaigns, event-triggered
- Automated Slack escalation on high-priority outcomes
- Assessment landing page with consultation booking
- End-to-end QA, error handling and a full test pass
- Architecture documentation and a complete handoff guide
No performance metrics were measured after handoff, so none are claimed here.
Did a great job. Very responsive and gave recommendations to make our product better. We will work with him again in the future.
The takeaway
When an assessment decides who needs attention next, the routing logic is part of the product. We built the system that turns a response into a next action, with a human escalation path where the outcome demanded one.
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