[
  {
    "id": "O-01",
    "title": "Simplify authentication recovery",
    "action": "Reduce recovery steps and add contextual guidance.",
    "priority": "high",
    "evidence_count": 20,
    "category": "product",
    "evidence_ids": [
      "SE-JAN-001",
      "SE-JAN-001-M006",
      "SE-JAN-001-M011",
      "SE-JAN-001-M016",
      "SE-JAN-001-M021"
    ],
    "evidence_examples": [
      {
        "record_id": "SE-JAN-001",
        "case_id": "SE-JAN-001",
        "entity_id": "ENTITY-0001",
        "occurred_at": "2026-01-03",
        "source": "ticket",
        "excerpt": "Recovery required repeated verification",
        "period": "2026-01"
      },
      {
        "record_id": "SE-JAN-001-M006",
        "case_id": "SE-JAN-001-M006",
        "entity_id": "ENTITY-0001",
        "occurred_at": "2026-01-06",
        "source": "ticket",
        "excerpt": "Recovery required repeated verification",
        "period": "2026-01"
      },
      {
        "record_id": "SE-JAN-001-M011",
        "case_id": "SE-JAN-001-M011",
        "entity_id": "ENTITY-0001",
        "occurred_at": "2026-01-11",
        "source": "ticket",
        "excerpt": "Recovery required repeated verification",
        "period": "2026-01"
      }
    ]
  },
  {
    "id": "O-02",
    "title": "Route peak chat demand",
    "action": "Use queue-aware routing and proactive wait messaging.",
    "priority": "high",
    "evidence_count": 20,
    "category": "operations",
    "evidence_ids": [
      "SE-JAN-002",
      "SE-JAN-002-M007",
      "SE-JAN-002-M012",
      "SE-JAN-002-M017",
      "SE-JAN-002-M022"
    ],
    "evidence_examples": [
      {
        "record_id": "SE-JAN-002",
        "case_id": "SE-JAN-002",
        "entity_id": "ENTITY-0002",
        "occurred_at": "2026-01-08",
        "source": "chat",
        "excerpt": "Queue delay before account guidance",
        "period": "2026-01"
      },
      {
        "record_id": "SE-JAN-002-M007",
        "case_id": "SE-JAN-002-M007",
        "entity_id": "ENTITY-0002",
        "occurred_at": "2026-01-07",
        "source": "chat",
        "excerpt": "Queue delay before account guidance",
        "period": "2026-01"
      },
      {
        "record_id": "SE-JAN-002-M012",
        "case_id": "SE-JAN-002-M012",
        "entity_id": "ENTITY-0002",
        "occurred_at": "2026-01-12",
        "source": "chat",
        "excerpt": "Queue delay before account guidance",
        "period": "2026-01"
      }
    ]
  },
  {
    "id": "O-03",
    "title": "Rewrite billing explanations",
    "action": "Test plain-language labels and examples.",
    "priority": "medium",
    "evidence_count": 20,
    "category": "experience",
    "evidence_ids": [
      "SE-JAN-003",
      "SE-JAN-003-M008",
      "SE-JAN-003-M013",
      "SE-JAN-003-M018",
      "SE-JAN-003-M023"
    ],
    "evidence_examples": [
      {
        "record_id": "SE-JAN-003",
        "case_id": "SE-JAN-003",
        "entity_id": "ENTITY-0003",
        "occurred_at": "2026-01-13",
        "source": "call",
        "excerpt": "Statement label required explanation",
        "period": "2026-01"
      },
      {
        "record_id": "SE-JAN-003-M008",
        "case_id": "SE-JAN-003-M008",
        "entity_id": "ENTITY-0003",
        "occurred_at": "2026-01-08",
        "source": "call",
        "excerpt": "Statement label required explanation",
        "period": "2026-01"
      },
      {
        "record_id": "SE-JAN-003-M013",
        "case_id": "SE-JAN-003-M013",
        "entity_id": "ENTITY-0003",
        "occurred_at": "2026-01-13",
        "source": "call",
        "excerpt": "Statement label required explanation",
        "period": "2026-01"
      }
    ]
  },
  {
    "id": "O-04",
    "title": "Improve portal guidance",
    "action": "Add contextual navigation and visible completion states.",
    "priority": "medium",
    "evidence_count": 19,
    "category": "product",
    "evidence_ids": [
      "SE-JAN-004",
      "SE-JAN-004-M009",
      "SE-JAN-004-M014",
      "SE-JAN-004-M019",
      "SE-JAN-004-M024"
    ],
    "evidence_examples": [
      {
        "record_id": "SE-JAN-004",
        "case_id": "SE-JAN-004",
        "entity_id": "ENTITY-0004",
        "occurred_at": "2026-01-19",
        "source": "portal",
        "excerpt": "Upload confirmation was difficult to find",
        "period": "2026-01"
      },
      {
        "record_id": "SE-JAN-004-M009",
        "case_id": "SE-JAN-004-M009",
        "entity_id": "ENTITY-0004",
        "occurred_at": "2026-01-09",
        "source": "portal",
        "excerpt": "Upload confirmation was difficult to find",
        "period": "2026-01"
      },
      {
        "record_id": "SE-JAN-004-M014",
        "case_id": "SE-JAN-004-M014",
        "entity_id": "ENTITY-0004",
        "occurred_at": "2026-01-14",
        "source": "portal",
        "excerpt": "Upload confirmation was difficult to find",
        "period": "2026-01"
      }
    ]
  }
]