Over Their Shoulder
Eleven days of one customer's phone in ninety seconds, then the fixed version.
The job
Make leaders feel a failing journey by replaying one typical real conversation on a phone frame in accelerated time, show how many customers lived the same journey and what it costs, and prove the funded fix by replaying a real post-fix conversation of the same kind.
The moment
The board watches a customer's phone for 90 seconds: the bot asks for her ID four times, a human arrives on day three, and she types forget it. The counter underneath reads 6,840 customers, $410K this month. Six weeks later the second phone plays the same request: 40 seconds, thank you, and the counter has fallen to 1,120.
What it does
- Log a funded 'never again' fix
- Notify the fix owner
- Override the median pick
- Open the source conversation
What you see
Two phone frames replaying real threads in accelerated time with a racing clock, synthesised pings and a scale counter
What it moves
Customers living the failing journey per month and its handle-time cost in dollars, and median conversation length for the intent
Built for
- Executives & leadership
- CX leaders & VoC
- Product & digital
- Frontline staff
