Latency Lens finally separated ops noise from promo spikes—simple idea, disciplined execution.
— Ravi , Service design · 4.3 · Trustpilot
Benchmarking
Latency Lens
Latency Lens separates operational acknowledgements from promotional reactions so service leaders can see where operational clarity is lagging. The module pairs timelines with qualitative tags your team supplies.
- Dual-lane timelines for ops vs promo
- Latency histograms with outlier callouts
- Tag import from support retrospectives
- Printable one-pagers for ops forums
- Slack-friendly summary digests
Outcomes
- Shared understanding of ops message drag
- Prioritised copy fixes with evidence
- Cleaner handoffs between service and marketing
Responsible partner
Ethan Koh
BI Engineer building dependable pipelines.
Duration: 18 onsite hours + async
Format: Embedded squad
Indicative price: SGD 5,400 (informational)
Questions
Email, SMS, and in-app nudges when event streams are available.
Experience notes
Outlier callouts were blunt in a good way; one route still lacks SMS receipts and they flagged it clearly.
— Yuki · Regional airline