CX-301a · Module 2

Early Warning Dashboards

3 min read

A leading indicator system that lives in a spreadsheet that nobody checks is an academic exercise. An early warning dashboard that puts the leading indicator scores in front of the right person at the right time is an operational tool. The dashboard design determines whether leading indicators produce action or produce a data archive. Design the dashboard for the workflow, not for comprehensiveness.

Do This

  • Design the dashboard around the CSM's daily workflow — what do they need to see first thing in the morning? Which accounts need attention today?
  • Show trajectory, not snapshots — a declining score is more actionable than a low score because the decline indicates when to intervene
  • Include one-click access to the underlying data — when a leading indicator fires, the CSM should be able to see exactly which signals changed without opening a separate system

Avoid This

  • Build a comprehensive dashboard that shows everything — comprehensiveness is the enemy of action
  • Display leading and lagging indicators with equal visual weight — the leading indicators should be visually dominant because they drive proactive action
  • Require the CSM to manually check the dashboard daily — push the critical signals to them through alerts, pull the detail through the dashboard