New Rule Tripwire
Every obligation in a new circular becomes a wire customers' words can trip.
The job
Turns each obligation in a new regulatory circular into a detector that customers' own words can trigger, tests it before the rule takes effect, and puts right every case it catches afterwards.
The moment
Each obligation in a new regulation is set up as a tripwire that customers' own words can trigger. A new airline refund rule has been in force for three days.
The wire for pushing customers into vouchers instead of refunds has been tripped 64 times, and 51 of them trace back to one call-centre script.
Compliance fixes the script that afternoon, and every affected passenger who contacted support is offered a cash refund. The following week, the wire stays quiet.
The practice run shows the same wire would have tripped 212 times in the month before the rule took effect.
What it does
- Add a rule from the shelf
- Log a trip with an owner
- Request a script or KB fix
- Offer the remedy
- Stamp a wire verdict
What you see
Rule card with each obligation drawn as a tripwire (grey by default, lit when tripped), with a rehearsal mode before go-live
What it moves
Trips per 10,000 contacts for each obligation after the rule takes effect, days from first trip to fix, and the share of trips remedied with the customer's agreement.
Built for
- Compliance, complaints & legal
- Product & digital
