[
  {
    "id": "O-01",
    "title": "Simplify authentication recovery",
    "action": "Reduce recovery steps and add contextual guidance.",
    "priority": "high",
    "evidence_count": 35,
    "category": "product",
    "evidence_ids": [
      "SE-FEB-001",
      "SE-FEB-005",
      "SE-FEB-001-M007",
      "SE-FEB-005-M011",
      "SE-FEB-001-M013"
    ],
    "evidence_examples": [
      {
        "record_id": "SE-FEB-001",
        "case_id": "SE-FEB-001",
        "entity_id": "ENTITY-0001",
        "occurred_at": "2026-02-02",
        "source": "ticket",
        "excerpt": "Recovery guidance improved but remained lengthy",
        "period": "2026-02"
      },
      {
        "record_id": "SE-FEB-005",
        "case_id": "SE-FEB-005",
        "entity_id": "ENTITY-0005",
        "occurred_at": "2026-02-23",
        "source": "survey",
        "excerpt": "Expired recovery link caused repeat effort",
        "period": "2026-02"
      },
      {
        "record_id": "SE-FEB-001-M007",
        "case_id": "SE-FEB-001-M007",
        "entity_id": "ENTITY-0001",
        "occurred_at": "2026-02-07",
        "source": "ticket",
        "excerpt": "Recovery guidance improved but remained lengthy",
        "period": "2026-02"
      }
    ]
  },
  {
    "id": "O-02",
    "title": "Route peak chat demand",
    "action": "Use queue-aware routing and proactive wait messaging.",
    "priority": "high",
    "evidence_count": 18,
    "category": "operations",
    "evidence_ids": [
      "SE-FEB-002",
      "SE-FEB-002-M008",
      "SE-FEB-002-M014",
      "SE-FEB-002-M020",
      "SE-FEB-002-M026"
    ],
    "evidence_examples": [
      {
        "record_id": "SE-FEB-002",
        "case_id": "SE-FEB-002",
        "entity_id": "ENTITY-0002",
        "occurred_at": "2026-02-07",
        "source": "chat",
        "excerpt": "Evening queue delay remained visible",
        "period": "2026-02"
      },
      {
        "record_id": "SE-FEB-002-M008",
        "case_id": "SE-FEB-002-M008",
        "entity_id": "ENTITY-0002",
        "occurred_at": "2026-02-08",
        "source": "chat",
        "excerpt": "Evening queue delay remained visible",
        "period": "2026-02"
      },
      {
        "record_id": "SE-FEB-002-M014",
        "case_id": "SE-FEB-002-M014",
        "entity_id": "ENTITY-0002",
        "occurred_at": "2026-02-14",
        "source": "chat",
        "excerpt": "Evening queue delay remained visible",
        "period": "2026-02"
      }
    ]
  },
  {
    "id": "O-03",
    "title": "Rewrite billing explanations",
    "action": "Test plain-language labels and examples.",
    "priority": "medium",
    "evidence_count": 18,
    "category": "experience",
    "evidence_ids": [
      "SE-FEB-003",
      "SE-FEB-003-M009",
      "SE-FEB-003-M015",
      "SE-FEB-003-M021",
      "SE-FEB-003-M027"
    ],
    "evidence_examples": [
      {
        "record_id": "SE-FEB-003",
        "case_id": "SE-FEB-003",
        "entity_id": "ENTITY-0003",
        "occurred_at": "2026-02-12",
        "source": "call",
        "excerpt": "Agent clarified the new statement label",
        "period": "2026-02"
      },
      {
        "record_id": "SE-FEB-003-M009",
        "case_id": "SE-FEB-003-M009",
        "entity_id": "ENTITY-0003",
        "occurred_at": "2026-02-09",
        "source": "call",
        "excerpt": "Agent clarified the new statement label",
        "period": "2026-02"
      },
      {
        "record_id": "SE-FEB-003-M015",
        "case_id": "SE-FEB-003-M015",
        "entity_id": "ENTITY-0003",
        "occurred_at": "2026-02-15",
        "source": "call",
        "excerpt": "Agent clarified the new statement label",
        "period": "2026-02"
      }
    ]
  },
  {
    "id": "O-04",
    "title": "Improve portal guidance",
    "action": "Add contextual navigation and visible completion states.",
    "priority": "medium",
    "evidence_count": 18,
    "category": "product",
    "evidence_ids": [
      "SE-FEB-004",
      "SE-FEB-004-M010",
      "SE-FEB-004-M016",
      "SE-FEB-004-M022",
      "SE-FEB-004-M028"
    ],
    "evidence_examples": [
      {
        "record_id": "SE-FEB-004",
        "case_id": "SE-FEB-004",
        "entity_id": "ENTITY-0004",
        "occurred_at": "2026-02-18",
        "source": "portal",
        "excerpt": "Settings navigation required several attempts",
        "period": "2026-02"
      },
      {
        "record_id": "SE-FEB-004-M010",
        "case_id": "SE-FEB-004-M010",
        "entity_id": "ENTITY-0004",
        "occurred_at": "2026-02-10",
        "source": "portal",
        "excerpt": "Settings navigation required several attempts",
        "period": "2026-02"
      },
      {
        "record_id": "SE-FEB-004-M016",
        "case_id": "SE-FEB-004-M016",
        "entity_id": "ENTITY-0004",
        "occurred_at": "2026-02-16",
        "source": "portal",
        "excerpt": "Settings navigation required several attempts",
        "period": "2026-02"
      }
    ]
  }
]