Whose Household?
Sharing limits meet real families: find who the policy forgot, then fix it.
The job
Rolls out household sharing limits, or any pricing, packaging or terms change, without punishing family setups the policy never imagined. It tests each exception before launch and separates real sharing from accounts being taken over.
The moment
When account-sharing limits launch, complaints are sorted onto a family tree of real household situations the policy may not have imagined.
In week one, 38% of complaints from blocked customers are extended-family cases.
The product lead adds an exception for multi-generational homes. The branches for a mother living next door and for a guest house shrink, with a predicted drop of 55 to 75%.
It ships on Monday. By Thursday, complaints about being blocked at a mother's home are down 71%, inside the predicted range.
The security lead gets 140 real account takeover cases that were hiding in the noise.
What it does
- Pre-register a policy exception
- Publish the AI-agent explainer
- Route takeover cases to security
- Send a save offer to cancel threats
What you see
A family tree of household situations with drag-to-preview exceptions and pre-registered verdicts.
What it moves
Blocked-account complaints in each household situation after each exception, against its predicted range, cancellation threats per 1,000 blocked customers, and real takeover cases passed on.
Built for
- Product & digital
- CX leaders & VoC
- Citizens & customers
