Hidden Days Ledger
The days customers lived that the regulator's clock never counted, priced and removed.
The job
Exposes the gap between the official claim clock, which starts only when documents are complete, and the time customers actually waited. Prices each hidden day, removes the requests that create them and checks the gap has closed.
The moment
The claims screen shows two clocks: the official average wait is 9 days, but customers actually waited 23, because the official clock only starts once documents are complete.
The claims director finds that one request, "please resend the police report", accounts for 6 of the 14 hidden days and costs $1.8 million a year in paid rental days.
The director drags that request into the tray of steps to remove, and locks in how success will be judged.
Four weeks later, the hidden gap has shrunk by five days. Customer comments about it fell from 212 before to 41 after, and the dollars turn green.
What it does
- Seal a fix with a pre-registered verdict
- Notify the owner and operations
- Update the official clock
- Stamp the verdict
- Send the regulator evidence pack
What you see
A twin-clock ruler per claim type with a hatched 'hidden days' band, a drag-to-remove tray with pre-registered verdicts, and an animated after-state
What it moves
Hidden days per claim, meaning the time customers waited minus the official time, by claim type, in days and dollars a year, and the verified reduction from each fix.
Built for
- Compliance, complaints & legal
- Product & digital
- CX leaders & VoC
