#Stevan's design review, 2026-09-25

Recorded verbatim. This is the brief for variant D (DESIGN.md §Live view, §Review view). Answers to each point follow the verbatim text.

#Verbatim

Looking at the designs, in no particular order of questions, am I right in saying that we're also going to have the ability to do this on a live call, not just on a playback? So it somehow hooks into the audio, the system audio, and the user's microphone, and then it responds live. And then a second mode is uploading an audio, which looks like this example in the dashboard designs that we've got. I like the transcript section. I think that's cool. So that will show up, I guess, live as the conversation is going on. That's nice. The rep and the client bar, the blue and green, I'm not entirely sure. Is that basically saying how much? I'm looking at variation A, by the way. Is that the green and blue bar? Is that how much? Who's speaking when? And I guess I don't know what call stage is doing. Is that going to almost highlight the different box as the call is progressing? So it might start with opening, and then it feels like when Jev thinks we're in discovery, it moves then, and all of these points. And I guess not all points are always going to be needed. Like platform walkthrough might not always happen. Some calls are going to be a lot shorter, I suppose, like an onboarding call following up on a document request. So I'm not sure how reliable the call stage will be for the employees. And then the next best move, I think that's probably the most important section, but I feel like it's wedged in a little bit to the right, and it's not really clear. I almost feel like this section could be a little bit more prominent. It's like this, almost like consider saying this, and use this in your arsenal, and consider these points. Like floating up insightful bits during that live moment while you're on the call. And not necessarily say the word say, you know, but it's almost like green boxes of things that are worth considering to mention at that point in the call. And then these would update live as the user, as the rep is speaking. So if they mention one of them, it would kind of tick it off and then progress to the next points if there are some. But also it shouldn't be, I guess, too quick so that, you know, while you're on a call, it's hard enough to read and speak at the same time. So we need to acknowledge that there's a certain pacing and limitation to how quickly we remove text, remove options, and add new options. So this is something to think about. I actually don't know what the rule is on a bottom. Agree, the next step hidden because a concern is open. Don't know what that means. Don't know what the acknowledge and dismiss is. What would that do? Acknowledge or dismiss the whole box and remove them, or just one of them. The label saying shown since hashtag 41 makes no sense. I don't know what it means. The signals box, LIT over or equals to 0.6, uncertain 0.3 to 0.7, makes no sense. I don't understand it. Remove it. The green box, the green ticks below, I guess, are we saying that we should aim to mention all of them? Or is that kind of, what are the numbers next to them as well? Like 0.82 next to client asked about rate. What is that? I know it's a signal, but what does that number represent? So I'm not sure how these are done, but I'm hoping that you do based on the call, Jev, thing that we looked at. And then open concern, fee versus current provider, bucket money. Again, doesn't really make much sense since turn 34, three decisions ago. Again, when you're on a call, you're not thinking three decisions ago. The 34 is a link is useful where you can click it and you can go back and see it. But that's about it. But saying, you know, making it a whole row, I don't know what purpose of that is. And clear is when the client accepts the comparison or asks to see a quote. I guess, what does it mean for a client to accept the comparison? I mean, they're just going to ask other questions and not bring it up again. And the gray box saying, would it help to see today's rate side by side? So when would they say this? And doesn't this box about open concerns conflict or conflate or compete against the next best move box? I'm just not sure what takes priority. What should a rep look at rather when they're on a call live in the scenario? Now, on the bottom left, you've got the must say checklist. Who holds the funds? And it shows what turn that was said in. That's cool. Rate and margin are transparent, I guess. I mean, I don't really want to lean in too much on the rate so much. But I don't want to kick that can just yet. The settlement timing, funds from payment reason. I guess my question with these ones are, when you say their must say checklist, there's a must say checklist on onboarding. And there's a must, I mean, maybe there's. Maybe there is or isn't a must say checklist for a customer success. But I think the must say checklist varies based on the purpose of the call between the two I just mentioned. But perhaps a client is calling to ask about an update on their transfer. So all of these points would be moot if a client is asking for an update or if we're calling the client about a rate movement and notifying them of an update. So I think these might be more to do with onboarding. And I don't know what it looks like for the customer success. And that might be part of this exercise that we're going to do ingesting and reviewing all of the transcripts. But I have huge concerns over this must say checklist because it seems arbitrary and seems prone to being ignored by, let's face it, our reps, our experts in doing these calls. And we've got to be as good as they are. And ingesting all the transcripts is a big part of that and better than they are by telling them what actually must be said and not just listing things for the sake of listing things. So, for example, quote lifetime, that's not a necessary thing for an onboarding call. They don't need to know that it's 15 seconds. They can learn that at a later point. That's not critical for an onboarding call. Payment reason also is not a critical. Well, actually, I take that one back. We do need to know what they're using, what they want to use the transfers for. So, yeah, payment reason does make sense. But for a particular transfer, obviously, that's past the onboarding stage. Relationship manager contact. Yeah, I suppose that could be mentioned. It would be, you know, for your knowledge, we have a policy where new clients, once they do their first trade, they're going to be managed, relationship managed by the onboarding team for the following 100 days. After the 100 days from the user's first trade booking, they will be moved over to the customer success team. So, whether we have to mention the relationship manager contact or not, effectively, it will be the team that is doing the onboarding call. And then at the bottom, risk flags. One, rate prediction and some guarantee. Actually, that box looks very confusing. I bluntly hate it. And that's probably another thing competing with eyeballs as the person is on a call. So, I'm just wondering how we can bubble up the most important things in front of the user. Distill, distill, distill. And show the most important thing at the most relevant time and manage the cadence of how often it is updated throughout. So, that's generally my feedback on all of this stuff at the moment.

#Answers (variant D, 2026-09-25)

Each answer points at where D handles it: DESIGN.md §Live view and §Review view, and the mockups mockups/D-*.png.

1. Live calls as well as playback? Yes, both. Live audio (the call audio plus the rep's microphone) is milestone M3. Uploads and historical calls are replayed in M1. The same live view serves both: live, the top bar reads "Live call, listening to call audio and your microphone"; in a replay it shows a compact player instead. D-live-onboarding-* is drawn live, D-live-cs-* replaying an upload.
2. Transcript. Kept, and it grows live as the call goes on (newest line at the bottom). In the live view the rep's own lines are labelled "You", and a line that covered a point gets a small green "covered a point".
3. The blue and green bar. It was the share of words: rep versus client, over the whole call so far, not who is speaking at any moment. It is gone from the live view. In the review view it is labelled "Share of words".
4. Call stage. It is Jev's best guess at which part of the call you are in (opening, discovery, and so on), and the highlighted box moved as the guess changed. You are right that many calls skip stages, so the boxes are gone from the live view. The rep sees at most a quiet "Now: rate and pricing" above the card, and only when Jev is at least 0.70 sure for two checks in a row. Otherwise nothing is shown. The full stage history stays in the review view, with a note saying whether reps saw it.
5. Next best move is the most important thing. It is now the centre of the live view and the only card: a short headline saying what is happening ("Client is comparing our fees with their bank"), then 2 or 3 green "Worth mentioning now" points. There is no "say:". Each point ticks when Jev hears the rep make it, stays about 5 s, then folds away.
6. Pacing. The cadence rules in DESIGN.md §Live view, drawn in D-cadence-*.png. The card changes only when the client finishes a turn, never while the rep is talking. It stays at least 20 s. It adds at most one new point at a time. Changes fade in; nothing flashes.
7. "Agree the next step hidden because a concern is open." The engine will not suggest agreeing a next step while the client has an open concern; it waits until the concern is answered. That rule was being shown to the rep. It is gone from the live view. The review view says it in words: "Held back: Agree the next step, until the fees concern closes".
8. Acknowledge and Dismiss. Both acted on the whole card, not on single lines: each hid that suggestion for the rest of the call and wrote an audit row. Acknowledge meant "done" and Dismiss meant "not useful". Both are removed. Ticks happen on their own when the rep covers a point, so there is nothing to click during a call. The protocol messages stay for rep feedback in M3.
9. "Shown since #41". The line number at which the card first appeared. It is gone. The review view has "How the card changed" instead: when each card appeared, when points were covered, with clickable line links.
10. Signals legend and the 0.82 next to "Client asked about rate". Each signal is a yes/no question Jev answers after every line, such as "has the client asked about the rate?". The number is how sure Jev is that the answer is yes, from 0 to 1, so 0.82 means fairly sure. "Lit at 0.60" meant the dot turns green at 0.60 or above; 0.30 to 0.70 was drawn as unsure. Signals are gone from the live view. In the review view they carry a plain legend. The green ticks were not a list to aim for; they are Jev's readings, and the review view is the place to check them.
11. Open concern, "since turn 34, three decisions ago", "bucket: money". Gone from the live view. When the client raises a concern, the card becomes the concern, with its approved points, so there is one thing to look at and no competing box. The review view keeps the #34 link and drops "decisions ago" and "bucket".
12. What "accepts the comparison" means. You guessed right: in practice the client moves on. The engine closes a concern when the client accepts, is ready to book or agrees a next step, or after 8 of Jev's checks without it coming up again. The review view now says exactly that.
13. The grey box "Would it help to see today's rate side by side?". That was one of the approved lines for the open concern: something the rep could say to answer it. In D it is one of the green points on the card, so it no longer competes with the next best move.
14. What takes priority on a live call. One card. A client concern takes over the card. A risk shows as one amber line under it, once, and then fades. Nothing else moves.
15. Must-say checklist. Agreed that it must vary by call purpose and must earn the reps' trust. It is no longer a panel in the live view: at most a quiet "Covered so far 3 of 9" strip, which can be switched off. The full list stays in the review view. Your notes are recorded as open questions for the list (DESIGN.md §Live view, must-say lists): drop quote lifetime from onboarding, keep payment reason, keep rate transparency for now, and rethink RM contact given the 100-day onboarding-team policy. They also cover lists per call purpose, which comes from the transcript review. The policy is not changed in this revision.
16. Risk flags box. Gone from the live view. The rep gets one line ("Careful: that sounded like a rate prediction."), once, which fades after 15 s. In the review view the red box is replaced by a calm list: the name, the quote, the line link, and "Jev's score 0.71", with "Mark as false alarm".