Tried-the-App Tracer
Draw where citizens retreat from the app to the phone, then walk them back.
The job
Shows where citizens give up on a service in the app and turn to the phone or a counter, how many and why. Every assisted channel then walks them back online at the step they failed, and whoever does it gets credit.
The moment
The minister's office sees its permit service drawn like the classic map of an army's retreat. 100,000 citizens set out in the app.
At the photo upload step, a thick branch peels off to the phone. Along it runs the comment "I tried the app three times", in eleven languages.
The contact centre head switches on the walk-back play: agents send callers a link to finish online while they are still on the line.
Three weeks later, that branch is half its old width. 6,400 callers finished online, and the floor's top team is credited with 1,100 of them.
What it does
- Arm a walk-back play (agent macro + WhatsApp template with resume-at-step link)
- Send the link during a live contact
- File the failing step with branch verbatims
- Send a counter rescue card to service-centre managers
- Replay a composite detour and open its tickets
What you see
A retreat-map chart with a ghost band and a return-march band, a composite detour replay, a walk-back play card and a floor league of citizens moved online. Every branch drills to verbatims.
What it moves
Drop-outs per 1,000 starts at the worst step, citizens walked back online each month (credited to each team and AI agent), and online take-up for each service.
Built for
- Product & digital
- Contact-centre operations
