Snakes and Ladders
Play your journey as a customer; real snakes vanish only when fixes verify.
The job
Lets leadership feel where customers fall backwards in the claims journey, what each fall costs and how close it pushes the company to the regulator's claims deadline. Every fall gets an owner and disappears only when the fix is proven.
The moment
Leadership reviews the claims journey as a game of snakes and ladders. The CEO rolls, lands on 63 and slides back to 22.
The snake: the accident report was requested again. It hit 1,900 customers last month, cost $410,000 in repeat handling and added 6 days against the regulator's deadline.
The room laughs, and the CEO takes ownership of the snake on the spot.
At year end, a timelapse plays twelve monthly boards in 20 seconds. Snakes vanish one by one under plaques, such as one removed on 14 May and confirmed down 71%.
It closes on the result: customers' average path is now 14 squares shorter.
What it does
- Adopt a snake
- Notify the owner
- Meet the customers on a square
- Remove a snake with a plaque
- Share a scene or the timelapse
What you see
Snakes-and-ladders board game with a gamebook view, monthly redraw, plaques for removed snakes and an annual timelapse
What it moves
Repeat contacts per 1,000 claims caused by fall-backs (in dollars) and the median days added against the regulator's claims deadline. The headline is the average path length in squares.
Built for
- Executives & leadership
- Product & digital
