Family Proxy Desk
Sons, daughters and carers acting for someone else: size the friction, fix it safely.
The job
Helps family members and carers act safely for the person a service belongs to, instead of failing, being turned away or sharing passcodes. Puts a cost on every point of friction, so the feature that lets them act on someone's behalf has a business case.
The moment
A split-screen replay shows two phones: a son trying to help a father log in, while the one-time passcode goes to the father's phone in another city.
18% of failed-login complaints turn out to be sons helping a parent like this. It costs an estimated $1.9 million a year in repeat calls and branch visits.
The feature that lets family members act for someone else goes live.
A month later, the release review shows the share down to 7%, with fraud flags holding flat.
What it does
- Log a friction knot and its owner
- File a feature request
- Draft a proxy-safe script
- Send the script to the KB owner
- Record the release verdict and guardrail
What you see
A split-screen two-phone chat replay that zooms out to a family-tree journey map of who acts for whom, with costed friction knots and release verdicts
What it moves
The share of failed-login or failed-transaction contacts made on someone else's behalf, per 100 such contacts for each service, its estimated yearly cost in dollars, and fraud flags held flat.
Built for
- Product & digital
- Risk & fraud
- Contact-centre operations
- QA, training & knowledge
