Fear vs Reality
After an announcement, split what people fear from what users experience.
The job
Separates the fears of people reacting to an announced change from the experience of people who have used or paid for it. Prepares answers to the fears in advance, routes those that prove true, and tracks fear falling as reality arrives.
The moment
After a new tariff is announced, the screen splits what people fear from what actual users experience. On day nine, the two lines cross.
Posts saying "my bill will double" fade as people with first-hand experience post that it went down.
The one fear that turned out true, that the app doesn't show the new tariff, was sent to the right team on day two and fixed on day five.
The forecast made before launch predicted 4 of the top 5 fears. Answers prepared in advance handled an estimated 1,300 contacts in week one.
What it does
- Register a change
- Pre-arm answers before launch
- Push an evidence-based answer as a draft
- Route a confirmed fear to its owner
- Record the crossing and verdicts
- Drill fear or reality
What you see
A split mirror (fear | reality) with per-100-post theme bars, two curves that cross, and a pre-launch fear forecast
What it moves
Days until fear falls below reality after an announcement, fear's share of talk about the change at day 14, week-one contacts handled by prepared answers and their cost, and days to fix fears that proved true.
Built for
- Marketing, brand & comms
- Product & digital
- Contact-centre operations
