Rapport · Product + Design case study
A healthy account can hide a weakening relationship.
Purchase history describes transactions. I explored whether conversation and behavioral signals could reveal a relationship changing before the customer disappears.
The decisions
Three decisions, the reasoning behind each, and what changed as a result.
Spending can look healthy while trust weakens.
A conversation adds context that purchase history misses.
Switch lenses to see why healthy transactions can hide a weakening relationship.
How it works
A quick guide to the interactive flow on this page.
Dynamic contentClick each step to see a different part of the story.
The outcome
A prototype of relationship trajectory.
The concept combines events over time rather than treating transaction growth as the whole relationship. It is a scoring exploration, with disengagement and retention workflows as next applications.