06 — Client Dashboard Walkthrough Script
Audience: Account Managers running the W4 and W8 dashboard reviews with the HR sponsor. Duration: 30 minutes. Hard stop.
Before the call (10 min prep)
- Open dashboard in your browser. Confirm tiles render.
- Note any tile in amber/red — have a one-sentence explanation ready.
- Pull the last 7 days of nudge engagement data.
- Confirm cohort is on track for next milestone in calendar (§02).
Agenda
| Time | Section | Goal |
|---|---|---|
| 0:00 - 0:03 | Reframe | Anchor sponsor on what they're about to see and not see |
| 0:03 - 0:13 | Row 2 — Engagement | Walk through 3 tiles; explain any amber/red |
| 0:13 - 0:20 | Row 3 — Sentiment (W8 only) | Show confidence delta + behavioural shifts; reinforce anonymisation |
| 0:20 - 0:25 | Row 4 — Stories | Read 1-2 quotes aloud; explain consent + curation |
| 0:25 - 0:30 | Row 5 — What's next | Confirm sponsor's next actions; book next walkthrough |
Opening script (0:00 - 0:03)
"Before we look at numbers — three things to set expectations.
One: everything you'll see is anonymised. If a tile says 'Building — needs 5+ responses', that's the system protecting individual participants. We don't override it, even if you ask. It's how we keep people honest in their pulses.
Two: this is a live view, not a report. Numbers will move between now and Week 12. The point of this walkthrough is to spot anything we should act on together — not to grade the engagement.
Three: nothing on here goes to line managers. Managers get our pocket card and the Week 11 debrief — not this dashboard.
OK — let's look."
Row 2 walkthrough (the meat at W4)
For each tile:
- State the number out loud.
- State the threshold (green/amber/red).
- If green: move on in 15 seconds.
- If amber or red: explain the cause + what you're doing about it (don't ask them to fix it).
Example for amber coaching utilisation:
"Utilisation is at 62% — that's amber. The pattern we see is bookings cluster in the second half of the fortnight. We've shortened the booking window from 14 to 10 days for the next round, which lifted utilisation in two other cohorts last quarter to 78%. No action needed from you."
Row 3 walkthrough (W8 only)
If pulse n<5 still:
"Pulse responses are still below 5, so the sentiment tiles are dark. That's normal at Week 8 if we deployed pulses on a rolling Day-30 basis. We'll have signal by Week 10. I'd rather show you nothing than show you noise from 3 responses."
If pulse n≥5:
- State the confidence delta (e.g. "+1.8 points on a 0-10 scale").
- Pick the top behavioural delta and read it: "72% of managers said they'd had a wellbeing conversation they wouldn't have had before."
- Connect to the workshop: "That's exactly what the 4-Signal Model from Week 2 is designed to do."
Row 4 walkthrough
Read 1-2 quotes aloud. Then:
"That came from a coaching session where the participant explicitly consented to share. The coach drafted the quote, our Delivery Lead approved it, then it surfaced here. You'll never see a name or a team."
Closing script (0:25 - 0:30)
"Three things from me before we close:
One — what we need from you between now and [next milestone]: [specific ask from §02].
Two — anything you're hearing internally that doesn't match what's on the dashboard? Good or bad. That's the most valuable signal you can give me.
Three — next walkthrough is [date]. By then you'll see [new tiles available]. I'll send a calendar hold today."
Handling tough questions
| Question | Response |
|---|---|
| "Can I see who attended the workshop?" | "We don't expose attendee names to anyone in the client org — including you. The aggregate attendance is the metric we both work from. If you need to know who attended for legitimate ops reasons (e.g. they billed time), that's a process question for your HR system, not the dashboard." |
| "My CEO wants the SROI number now, not at W12." | "I'd rather give them a real number at W12 than a guess now. Between now and then, the engagement tiles tell the story of effort; the sentiment tiles tell the story of early signal. I can write a 1-pager off the current dashboard for your CEO this week." |
| "Why is one tile dark?" | "That tile needs 5+ responses to render. It'll switch on automatically as pulses come in. The n<5 floor is hard-coded — it's the same rule for every client." |
| "Can you add [bespoke tile]?" | "Not in this engagement. Capture it as a request and we'll review for our next product release. Bespoke tiles per client is how dashboards become unmaintainable and how anonymisation breaks." |
After the call (5 min)
- Email sponsor a 3-bullet recap + next milestone reminder.
- Log walkthrough completion in CRM with any flags raised.
- If anything amber/red was discussed, brief Delivery Lead within 24h.