Blackout Diary
Every major outage retold as a family's comic diary; every line a real quote.
The job
Makes leaders feel a power cut from the customer's side of the door. Each meeting ends with at most three fixes with owners, and the next similar outage proves whether each one worked.
The moment
A major power cut is retold as a comic-strip diary of one family, with every line a real customer quote. The chair stops at one panel.
The company's grey speech bubble says "Power restored", while the family's says they are still sitting in the dark. The text message went out 47 minutes before power actually came back in that district.
The chair asks who owns the problem.
At the next similar outage, the panel redraws itself: the restored text now goes out 4 minutes after power really returns. It is stamped Fixed in green, with the two outages side by side.
What it does
- Draft the diary
- Register a board fix
- Notify fix owners
- Send the narrated board reel
- Open the evidence
What you see
Comic diary with grey company bubbles and footnotes, a 90-second narrated WhatsApp reel, and a fix register with before/after panels.
What it moves
Minutes of customer anger per major outage, the gap in minutes between the "restored" text and real restoration, aiming for 5 or fewer, and the share of board fixes confirmed at the next similar outage.
Built for
- Executives & leadership
- Operations
- Marketing, brand & comms
- CX leaders & VoC
