expertMeasuring What Matters

Dashboard Green, Support Red

Decide what you would do from the brief alone. Everything below it is available, but the exercise stops working if you open it first.

The situation you were handed

Support lead: "We are getting a lot of angry tickets about checkout — people say they paid and never got a confirmation, so they paid again. Your dashboard says everything is fine. Can someone actually look?"

The trap — the move that looks right

Replying that the dashboard shows no errors and conversion is up, so it is probably a few customers with bad connections. The duplicate orders that make conversion look good are the bug, support loses trust in engineering, and the next time they raise something they will escalate instead of asking.