Righty Tighty Home Repair

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!Righty Tighty Home Repair @@text-align: center; //Prototype created in Twine by René Meade// @@ ---- <<set $NumberOfSteps to 1>>You are an associate at Righty Tighty Home Repair, a small contractor with several locations in your state. One afternoon, the main line rings. >''You:'' Righty Tighty Home Repair, this is <<print $player_name>>. >''Jessica:'' Hi, my name’s Jessica. I’m thinking about updating my master bath. >''You:'' Great to meet you, Jessica. We can certainly do that. We have openings this Wednesday and Thursday to take a look at your master bath and get you a quote. What works better for you? >''Jessica:'' Can’t you just give me a ballpark over the phone? I don’t want to waste time with a visit if you’re out of my budget. ''Choose your next response:'' # [[I'm sorry, we don't give any pricing over the phone. It's company policy. We have to see the space first. Are you free tomorrow?|Defensive]] # [[It really depends on the materials, but most of our bathroom projects range from $8,000 to $20,000. It’s hard to say without seeing it. Could I come by this week to take a look?|Too Busy]] # [[I completely understand wanting to respect your time and budget, Jessica. Because every home is unique, a quick 20-minute walkthrough allows us to give you a guaranteed, accurate quote rather than a guess that might change later. Does Wednesday at 4:00 PM work for you?|Privacy]] ---- <a href="https://docs.google.com/forms/d/e/1FAIpQLSc-Nqnk-mJDzbs5fhRZUYD4iV7Rxlin5iQfGAdYAFA0gOEfBg/viewform?usp=pp_url&entry.1514679454=Introduction:+Scenario" target="_blank"><<button "Send reviewer feedback on this prototype">><</button>></a>

!Righty Tighty Home Repair @@text-align: center; //Prototype created in Twine by René Meade// @@ ---- <<set $NumberOfSteps to $NumberOfSteps + 1>>''Jessica:'' I’ve had bad experiences with contractors showing up late or making a mess. I’m a bit nervous about having a stranger in my home while I’m trying to manage everything else. ''Choose your next response:'' # [[I promise we are very professional and clean! We have great reviews on Yelp. We’ll be very respectful of your space. Can we go ahead and get that walkthrough on the books?->Review Skeptic]] # [[That is a completely valid concern. At Righty Tighty Home Repair, all our consultants are background-checked and will arrive in a marked vehicle with a digital ID. My goal is just to listen to your vision and take measurements with no mess and no pressure. Does that help put your mind at ease for a visit on Wednesday?->Schedule Call]] # [[We're the best in the city. You have nothing to worry about. So, is 10:00 AM on Saturday good?->Time to Think]] ---- <a href="https://docs.google.com/forms/d/e/1FAIpQLSc-Nqnk-mJDzbs5fhRZUYD4iV7Rxlin5iQfGAdYAFA0gOEfBg/viewform?usp=pp_url&entry.1514679454=Privacy+Concern" target="_blank"><<button "Send reviewer feedback on this prototype">><</button>></a>

!Righty Tighty Home Repair @@text-align: center; //Prototype created in Twine by René Meade// @@ ---- <<set $NumberOfSteps to $NumberOfSteps + 1>>''Jessica:'' I’m too busy for a walkthrough. Can't I just send you some photos? ''Choose your next response:'' # [[I understand being busy! Photos help, but they don't tell the whole story. I promise I won't take up too much of your time if you can find a slot on Thursday.->Time to Think]] # [[Photos are a great start! Seeing the plumbing and layout in person prevents surprise costs down the road. We have Express Consults designed for busy schedules. I can be in and out in 15 minutes. Would a Saturday morning be easier?->Privacy]] # [[We really need to be there in person to do it right. If you're serious about the remodel, we’ll need to find a time that works for both of us.->Hang Up]] ---- <a href="https://docs.google.com/forms/d/e/1FAIpQLSc-Nqnk-mJDzbs5fhRZUYD4iV7Rxlin5iQfGAdYAFA0gOEfBg/viewform?usp=pp_url&entry.1514679454=Too+Busy" target="_blank"><<button "Send reviewer feedback on this prototype">><</button>></a>

!Righty Tighty Home Repair @@text-align: center; //Prototype created in Twine by René Meade// @@ ---- <<set $NumberOfSteps to $NumberOfSteps + 1>>''Jessica:'' I just wanted a rough idea, not a sales pitch in my living room. Maybe I'll just keep looking. ''Choose your next response:'' # [[I am so sorry, Jessica. I didn't mean to sound like I was reading from a manual! My goal isn't to sell you today. I want to make sure that if you do decide to remodel, you have an accurate price so there are no surprises. Could we do a 10-minute no-pressure look?->Privacy]] # [[It's just how we have to do things to be accurate. We really can't help you without seeing the bathroom.->Hang Up]] # [[I apologize if that felt pushy. I just want to give you the best service possible. If I can give you a rough price now, would you be open to scheduling a visit for later this month?->Too Busy]] ---- <a href="https://docs.google.com/forms/d/e/1FAIpQLSc-Nqnk-mJDzbs5fhRZUYD4iV7Rxlin5iQfGAdYAFA0gOEfBg/viewform?usp=pp_url&entry.1514679454=Defensive" target="_blank"><<button "Send reviewer feedback on this prototype">><</button>></a>

!Righty Tighty Home Repair @@text-align: center; //Prototype created in Twine by René Meade// @@ ---- Jessica agrees to the walkthrough. You collect all of the information for the CRM and send her a confirmation via email. !!Congratulations! @@text-align: center; Number of steps to reach this result: <<print $NumberOfSteps>> @@ <<if $NumberOfSteps <= 2>>Excellent job. You humanized the interaction and lowered the stakes when necessary, building trust with the customer. <<elseif $NumberOfSteps >=3 && $NumberOfSteps <=6>>Good job. You had a slow start, but succeeded in the end. Try to avoid anything that sounds like gatekeeping or dismissiveness. Instead, humanize the interaction, address the immediate objection, and lower the stakes when necessary to make this feel like a joint decision to Jessica. <<else>>Be careful. Jessica scheduled the call, but you gave her several opportunities to hang up. Try to avoid anything that sounds like gatekeeping or dismissiveness. Instead, humanize the interaction, address the immediate objection, and lower the stakes when necessary to make this feel like a joint decision to Jessica. <</if>> [[Reset this scenario to explore other outcomes->Scenario]] ---- <a href="https://docs.google.com/forms/d/e/1FAIpQLSc-Nqnk-mJDzbs5fhRZUYD4iV7Rxlin5iQfGAdYAFA0gOEfBg/viewform?usp=pp_url&entry.1514679454=Results:+Schedule+Call" target="_blank"><<button "Send reviewer feedback on this prototype">><</button>></a>

!Righty Tighty Home Repair @@text-align: center; //Prototype created in Twine by René Meade// @@ ---- <<set $NumberOfSteps to $NumberOfSteps + 1>>''Jessica:'' Everyone says they're professional on Yelp, but I've been burned by highly-rated companies before. I just don't want to feel trapped in a sales pitch once you're inside my house. ''Choose your next response:'' # [[I understand your hesitation. We’ve been in business for 24 years and have local references. If it helps, I can email you the contact info for two neighbors we worked with last month before we meet.->Time to Think]] # [[I hear you loud and clear. Online ratings don't always tell the whole story. How about we treat this as a no-strings look? No contracts, no signatures, and if you don't like my vibe within the first five minutes, I'll head out. Would a quick 10:00 AM visit work?->Schedule Call]] # [[I can assure you our reviews are 100% real. We really pride ourselves on our reputation. I think once you meet us, you'll see we're the real deal. So, should we stick with Saturday?->Slow Lead]] ---- <a href="https://docs.google.com/forms/d/e/1FAIpQLSc-Nqnk-mJDzbs5fhRZUYD4iV7Rxlin5iQfGAdYAFA0gOEfBg/viewform?usp=pp_url&entry.1514679454=Review+Skeptic" target="_blank"><<button "Send reviewer feedback on this prototype">><</button>></a>

!Righty Tighty Home Repair @@text-align: center; //Prototype created in Twine by René Meade// @@ ---- <<set $NumberOfSteps to $NumberOfSteps + 1>>''Jessica:'' Thank you, but I need some time to think about this before I invite someone over. Can you send me your info and I’ll call you back if I’m interested? ''Choose your next response:'' # [[Our Wednesday slots actually fill up really fast. If you wait until tonight to call back, I probably won't be able to get you in until next month. Are you sure you don’t just want to get the ball rolling?->Hang Up]] # [[That makes total sense. Why don't I give you my direct line? Then whenever you’re ready, just give me a call and we’ll get you on the schedule.->Slow Lead]] # [[I completely understand. It’s a big project! How about this: we pencil in a time for Thursday at 4pm. I’ll send you a confirmation email now with our portfolio and some recent project photos. If you’re not on board, just hit reply to cancel with no hard feelings. Does that make it easier?->Privacy]] ---- <a href="https://docs.google.com/forms/d/e/1FAIpQLSc-Nqnk-mJDzbs5fhRZUYD4iV7Rxlin5iQfGAdYAFA0gOEfBg/viewform?usp=pp_url&entry.1514679454=Time+to+Think" target="_blank"><<button "Send reviewer feedback on this prototype">><</button>></a>

!Righty Tighty Home Repair @@text-align: center; //Prototype created in Twine by René Meade// @@ ---- Jessica thanks you for your time and hangs up. You enter what you can into the CRM from the caller ID information and follow up in 1 week. She does not answer the phone. !!Try again! [[Reset this scenario to explore other outcomes->Scenario]] ---- <a href="https://docs.google.com/forms/d/e/1FAIpQLSc-Nqnk-mJDzbs5fhRZUYD4iV7Rxlin5iQfGAdYAFA0gOEfBg/viewform?usp=pp_url&entry.1514679454=Results:+Hang+Up" target="_blank"><<button "Send reviewer feedback on this prototype">><</button>></a>

!Righty Tighty Home Repair @@text-align: center; //Prototype created in Twine by René Meade// @@ ---- Jessica agrees to think about it and call you back. She does not give you more information. You enter what you can into the CRM from the caller ID information and follow up by phone in 1 week. There is a small chance she will answer. !!Try again! @@text-align: center; Number of steps to reach this result: <<print $NumberOfSteps>> @@ <<if $NumberOfSteps <= 3>>Try to avoid anything that sounds like gatekeeping or dismissiveness. Instead, humanize the interaction, address the immediate objection, and lower the stakes when necessary to make this feel like a joint decision to Jessica. <<elseif $NumberOfSteps >=4 && $NumberOfSteps <=6>>You were able to keep this call going and avoided a full shutdown. Try to avoid anything that sounds like gatekeeping or dismissiveness. Instead, humanize the interaction, address the immediate objection, and lower the stakes when necessary to make this feel like a joint decision to Jessica. <<else>>This was a long conversation, and Jessica may feel like she has been pulled around a little bit. Try to avoid anything that sounds like gatekeeping or dismissiveness. Instead, humanize the interaction, address the immediate objection, and lower the stakes when necessary to make this feel like a joint decision to Jessica. <</if>> [[Reset this scenario to explore other outcomes->Scenario]] ---- <a href="https://docs.google.com/forms/d/e/1FAIpQLSc-Nqnk-mJDzbs5fhRZUYD4iV7Rxlin5iQfGAdYAFA0gOEfBg/viewform?usp=pp_url&entry.1514679454=Results:+Slow+Lead" target="_blank"><<button "Send reviewer feedback on this prototype">><</button>></a>

!Righty Tighty Home Repair @@text-align: center; //Prototype created in Twine by René Meade// @@ ---- Twine is a free, open source tool for creating nonlinear stories. This makes it an excellent tool for functionally prototyping complex branching scenarios, reducing time costs at a variety of points in the design process: * ''Simple markup options'' within passages allow designers to create a visual hierarchy without the need to learn code. Stylesheets may be added if desired, but they are not necessary * ''Quick visualization'' via the node-based story view provides a complete picture of the size and flow of the scenario without the need to build separate flowcharts * Projects ''publish to HTML'' for easy sharing. These files can be embedded in a website, SharePoint, or downloaded directly to the participant's device. * ''SME and stakeholder reviewers'' can explore the branches freely, reducing the time and mental load that would be spent flipping back and forth through a traditional storyboard The dialogue in this scenario was scripted through an iterative prompting process in Gemini. It was edited and finalized by the designer. !!Let's explore the scenario! Your Name: <<textbox "$player_name" "" "Scenario">> ''Press ENTER to submit.'' ---- <a href="https://docs.google.com/forms/d/e/1FAIpQLSc-Nqnk-mJDzbs5fhRZUYD4iV7Rxlin5iQfGAdYAFA0gOEfBg/viewform?usp=pp_url&entry.1514679454=Title+page" target="_blank"><<button "Send reviewer feedback on this prototype">><</button>></a>