Same Rule, Same Street
Two inspectors, one rule, two rulings: calibrate the inspectors, not the shops.
The job
Finds rules that inspection teams enforce differently, using business owners' complaints and inspection records. It runs a session where inspectors discover the split themselves, publishes the clarified rule, and checks that complaints about contradictions and appeals fall.
The moment
Inspectors meet for a calibration session, starting with five anonymised café cases on screen. On the same photo and the same rule, 11 vote to fine the café and 9 to allow it.
Then a map of the street appears: one team fined nine cafés for outdoor seating in one week, while another team two blocks away fined none.
Café owners' posts appear above each shop. The inspectors agree one ruling, and after approval 2,300 cafés get a single plain-language SMS.
Six weeks later, the redrawn street is all one colour and the appeals queue for that rule is empty.
What it does
- Run calibration and save ruling
- Collect votes by phone (optional)
- Tell businesses
- Review appeals under the rule
- Draft plain-language rule
What you see
Split-street illustration (shops as tiles, fined vs allowed) with a blind calibration quiz, redrawn after calibration
What it moves
Complaints about contradictory rulings and appeals per rule, and the gap between teams in how often they fine for the same rule.
Built for
- CX leaders & VoC
