Workaround Museum
An exhibition of the hacks customers invented to get around you.
The job
Finds the workarounds customers invent and teach each other, and puts a price on the channel each one floods. For each, helps decide whether to fix the process, make the workaround official or close it.
The moment
The app sets out customer workarounds like a museum exhibition. Exhibit 1: citizens pay a middleman to book appointments the portal will not show, with about 3,000 to 3,400 mentions this year.
The workaround is drawn as a red route that skips three portal steps. It costs about $96,000 a month in extra hotline and social media team work.
The team decides to build the workaround into the official service. Six weeks later, the exhibit moves to the "Hall of Adopted Ideas", with middleman mentions down 70%.
The 1,180 citizens who came up with the workaround and can be reached get a WhatsApp message about the change.
What it does
- Hang a new exhibit
- Decide fix / officialise / close
- Build it (open the product ticket)
- Publish the official answer to the AI agent
- Tell the inventors
- Open the people teaching it
What you see
Museum exhibition with journey rooms, placards drawn as bypass routes, a Hall of Adopted Ideas and a lobby kiosk loop
What it moves
The monthly contacts and cost in dollars on each channel flooded by a workaround, and how often the workaround is mentioned after the change goes live.
Built for
- Product & digital
- Operations
- CX leaders & VoC
- Risk & fraud
