Goals
- See why the agent judged a case ordinary, not just what it drafted
- Reject as cheaply as she approves
- Know what happens to an account after a no
- Keep working accounts one day a week; the eye is the job
Ruth Vaughn
THE SUPERVISING USER"I can tell you why I held every one of them. Nobody ever asked before March."
220drafts / week, ordinary queue
90sbudget per draft
41holds / week, hers alone
3actions: approve · edit · reject
Frustrations
- Drafts read fluent and confident whether right or wrong
- The queue rewards speed; thoroughness is invisible
- Freight-line accounts are wrong in a way she can predict
- A screen that shows the answer trains her to agree with it
What she knows that no system holds
- Which late payers are certain and which are becoming a problem
- Names from the trade press, hallways, and nineteen years of calls
- When the written policy is wrong for this account, this month
Designs this card produced
- The strongest-objection slot on the approval screen
- "Routes to R. Vaughn, typically same day" under the reject control
- Reject reasons as a fixed list, feeding the eval set
Her old job was deciding. Her new job is catching us deciding badly, and the screen either serves that or performs it.
NO PHOTO
EXISTS
EXISTS
Name not known to any Ostermill system
THE AFFECTED PERSONNo quote. She cannot be interviewed, because she does not know she is in this population until the moment something goes wrong about her.
0sessions
0logins
0surveys she will ever receive
100%of the error rate lands here
Goals
NOT ELICITED
She never opted in, so no consent was given and none can be
withdrawn.
Frustrations
- A reminder, correctly worded, days after a funeral
- She cannot tell a policy from a mistake
- She does not experience a retrieval gap. She experiences a company that sent it
Journey map
NONE EXISTS
Her only interaction with Ostermill's receivables process is the
one that goes wrong, and it is one hundred percent of her experience of this
company.
What the method can still do
- A named owner of her outcomes: M. Ellery, in advance
- Cases in the graded set chosen because she is who gets hurt
- A decision about her that can be reconstructed, in words a person can stand behind
ADDED AUGUST
In May this card was a method exercise. On 21 July it acquired a name, an invoice for $410, and a date. This page stopped being hypothetical. See the incident file.