rate-guard · deliverable

Action Map — Rate Guard

Kit 02 · Rate Guard · deliverable · designed and built by I Wayan Usada — instructional design portfolio · fictional composite

The goal (proposed, not measured)

In launch month, each audience answers its own Rate Guard questions: tickets fall week on week, escalations arrive complete, and a question that appears twice gets an article.

What people do instead

Escalate anything unfamiliar; answer from memory in a private reply; close anything that looks like "working as designed"; demo the feature with promises the product does not keep.

The actions that close the gap

#	Behaviour	What it looks like	Where the artifact trains it
1	Search the KB before escalating	a search with words from the ticket; the article linked in the reply	practice queue step 1 (KB point)
2	Log a gap when nothing answers	zero-result question logged, not improvised	white-label tickets t7 → t9; gap radar in the KB
3	Route through triage	the questions answered against the record, not the customer's framing	practice queue step 2 (route points); critical ticket t3
4	Escalate with everything attached	ID, screenshot, one sentence of impact	practice queue step 3 (discipline point)
5	Demo without over-promising	arm before send; window, revision and toll answers right	demo rehearsal in the tour (/4)

What is not a training problem

A revision screen that does not say "this ends protection".
Partner questions in languages the KB does not have.
A ticketing form that lets escalations go out without IDs.

Revision note

The day-30 "≥70% self-service" goal was stated as a pre-committed target with no baseline; it is now a proposal. The earlier map pointed at a troubleshoot widget with no tickets; the queue now practises each action. Nothing has been measured.

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