Lab 01 · Concept
Remove the reason to reach out
When a product, policy, or process creates an avoidable inquiry, change the condition that caused it.
Analyze inquiries → define the problem → verify the cause → assess who is affected and why a fix matters → agree on ownership and priority → implement → verify the outcome.
Past work · Tax document self-service · Research on organizational execution
Lab 02 · Concept
Help before a customer has to ask
When an issue depends on a customer’s circumstances or a change in status, use the conditions and outcomes of earlier cases to identify an action that may help.
Analyze cases → match conditions to a customer or event → identify an action → propose it → obtain consent and verify identity when required → act → confirm resolution or offer to open a case.
In financial or security cases, eligibility, consent, authentication, review, and legal requirements govern any action.
- Charging error: offer a corrective step. If it fails, ask whether to open a support case.
- Transaction that needs verification: ask whether the customer wants to proceed through secure authentication.
- Potential credit-limit increase: offer to check eligibility and ask whether the customer wants to apply.
What counts as a result?
A recurring defect may need a permanent fix and early help for customers affected in the meantime. Track whether the customer completed the task, whether the difficulty went away, and whether avoidable inquiries declined.