Vercel · Daniel Kim
Explain past service problems
Customers can see an update during a service problem, but they also need to know what happened and what changed afterwards.
What should improve
A clear history of service problems that links the public update, the fix, and the help page.
What people told us
8
customer comments
How sure we are
Medium
based on attached feedback
Next step
Prepare update
before we tell customers
What success looks like
Help customers understand what happened after a service problem.
For: Customers who were affected by a service problem
Choices
What we are choosing between
A clear history page
Current choiceShow past service problems, what happened, and what changed.
Trade-off: Someone must keep the explanation current.
Keep the status page only
Show the current problem and close the page when it is fixed.
Trade-off: Customers cannot learn from older problems.
Steps so far
From feedback to change
Feedback received
Original customer message
Problem described
Need made clear
Choosing
Options are being compared
Tell people
Preview before we publish