The Five Stages
Retire the old thing kindly: nobody stranded, every segment carried to acceptance.
The job
Steer customers through the retirement or migration of a device, network, plan, app version, card, portal or paper process by tracking where each segment sits on the grief curve, sending the message that moves it on, and refusing a green light while vulnerable customers are still stranded.
The moment
Thirty days out the stranded shadow reads 1,240, mostly elderly parents mentioned by their children. A voice campaign in customers' own words offers free handsets, the river turns as Acceptance overtakes Anger for the first time, and on the eve of switch-off the shadow reads 0 with 83 home visits booked; only then does the readiness line draw itself across the chart.
What it does
- Register a change
- Approve and send a stage message
- Launch a voice campaign to a stranded cohort
- Send vulnerable cases to a human callback queue
- Sign a named exception to allow the readiness line
What you see
A river (stream graph) of five grief stages flowing toward switch-off day, with a stranded shadow underneath and message bridges marked where they were sent
What it moves
Stranded customers at switch-off (target zero) and share of the sunset slice in Acceptance; broken-promise ('cheated') mentions compared with the last sunset
Built for
- Product & digital
- CX leaders & VoC
