Prototype the Service Script
Create a low-fidelity service script prototype that tests assumptions before building a channel or workflow.
The team wants to build a full proactive outage concierge before testing whether small-business owners trust proactive messages during a high-stakes outage. Trigger -> promise -> evidence source -> user action -> escalation The common trap is prototyping the dashboard because it feels like the product. But the service risk is not pixels; it is whether the organization can make a credible promise, explain its source, and recover when the situation changes. Trigger Define the moment the service begins: outage detected affecting a small-business meter for more than ten minutes. A proactive service needs a reliable trigger or it will…
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