História: Projeto C1 final: questão, ação e reflexão

Nível: C1

A real product question

A support platform team investigated whether it should offer a self-service workflow in one region. The team reviewed response-time data, support workload and interviews with agents. The sources suggested that response time could improve, although migration would cost more. The team defended a three-month pilot with a clear criterion and a measurable milestone. They also named the opportunity cost: less engineering time for another reliability project.

A difficult conversation and reflection

A support lead said that the workflow would increase the team's workload during migration. The product manager acknowledged the impact and asked whether a staged alternative could help. The conversation changed the choice: the pilot would include one region and an extra support shift. The team learned that listening to the strongest objection improved the project question. The final action was to test the smaller pilot, measure quality and reflect with support agents.

Notas de vocabulário

• source — informação usada para sustentar uma decisão
• difficult conversation — conversa que reconhece impacto e objeções
• insight — aprendizado que muda a próxima ação