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Journey 8: Playbooks & Training

PO-9 Quick Reference

Quick-access reference cards for common situations. Phone scripts, greeting templates, and objection handling. Designed for front desk staff and office managers who need instant access to the right words during live interactions.

Variation A

Accordion Cards

Stacked cards with tap-to-expand interaction. Only one card open at a time -- tapping a new card closes the previous one. Search at top for quick access. Each expanded card shows the full script with a copy button. Collapsed cards show title and first line preview.

10:05 ...
< Playbooks Quick Reference
Tap any card to expand
Search scripts...
Phone
Greeting
Objections
Follow-up
New Patient Call Script
*
^
"Thank you for calling Smile Center Buckhead! My name is [name], how can I help you today?"
Follow with: name, reason for call, insurance info
Copy to clipboard
Insurance Question Response "Great question! We accept most major insurance plans..."
*
v
Price Inquiry Redirect "I understand cost is important. Every smile is different..."
*
v
After-Hours Voicemail Script "Thank you for calling Smile Center Buckhead..."
*
v
Today
Storefront
Capture
Huddle
Best when: The front desk needs to quickly look up a script during or just before a call. Collapsed previews show the first line -- enough to identify the right card. One-at-a-time expansion prevents overwhelm. Copy button lets them paste into notes or text. Trade-off: if multiple scripts are needed simultaneously (e.g., an insurance question that leads to a price redirect), one-at-a-time is limiting. Consider allowing multiple open cards.
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Variation B

Rolodex

Horizontal swipe cards showing full content. Each card is a complete reference -- swipe left/right to move between scripts. Category tabs at top, favorites filter. Like flipping through physical index cards. Full content is always visible -- no tapping to expand.

10:05 ...
< Playbooks Quick Reference Favorites
Phone
Greeting
Objections
Follow-up
New Patient Call Script Phone -- Card 1 of 4
*
"Thank you for calling Smile Center Buckhead! My name is [name], how can I help you today?"
Next steps:
1. Get caller's name
2. Ask reason for call
3. Collect insurance info
4. Check availability & book
Copy to clipboard Swipe for next >
< prev next >
Today
Storefront
Capture
Huddle
Best when: The user wants to read a full script without tapping to expand. The rolodex metaphor is intuitive -- physical index cards at the front desk. Each card is self-contained with the script and follow-up steps. Swipe interaction is fast. Trade-off: only one script visible at a time, and you can't scan all titles at a glance. Users must swipe to discover what's available. Favorites filter helps power users go directly to their most-used cards.
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Variation C

Two-Column Grid

Compact 2-column grid showing script titles. Tapping any card opens a modal overlay with the full script. All cards are visible at once for quick scanning. Favorited cards have a highlighted border. Best overview of all available scripts.

10:05 ...
< Playbooks Quick Reference
Search scripts...
Phone
Greeting
Objections
Follow-up
New Patient Call
*
"Thank you for calling..." Phone
Insurance Question
*
"Great question! We accept..." Phone
Price Inquiry Redirect
*
"I understand cost is important..." Phone
After-Hours Voicemail
*
"Thank you for calling..." Phone
x
New Patient Call Script
*
Phone
"Thank you for calling Smile Center Buckhead! My name is [name], how can I help you today?"
Then: Get caller's name, reason for call, insurance info, check availability & book.
Copy to clipboard
Today
Storefront
Capture
Huddle
Best when: The user needs to scan all available scripts at a glance and tap the one they need. Grid layout shows 4 cards without scrolling. Favorited cards have distinct borders for instant recognition. Modal overlay keeps the grid visible in the background for easy switching. Trade-off: smaller cards mean less preview text. The modal is an extra interaction step. On 320px screens, the 2-column grid cards may feel cramped -- consider a 1-column fallback. The modal should dismiss on back-swipe and background tap.