[
  {
    "id": "O-01",
    "title": "Simplify authentication recovery",
    "action": "Reduce recovery steps and add contextual guidance.",
    "priority": "high",
    "evidence_count": 27,
    "category": "product",
    "evidence_ids": [
      "SE-001",
      "SE-005",
      "SE-001-M010",
      "SE-005-M014",
      "SE-001-M019"
    ],
    "evidence_examples": [
      {
        "record_id": "SE-001",
        "case_id": "SE-001",
        "entity_id": "ENTITY-0001",
        "occurred_at": "2026-03-02",
        "source": "ticket",
        "excerpt": "Recovery link expired twice",
        "period": "2026-03"
      },
      {
        "record_id": "SE-005",
        "case_id": "SE-005",
        "entity_id": "ENTITY-0005",
        "occurred_at": "2026-03-13",
        "source": "survey",
        "excerpt": "Recovery required multiple verification steps",
        "period": "2026-03"
      },
      {
        "record_id": "SE-001-M010",
        "case_id": "SE-001-M010",
        "entity_id": "ENTITY-0001",
        "occurred_at": "2026-03-10",
        "source": "ticket",
        "excerpt": "Recovery link expired twice",
        "period": "2026-03"
      }
    ]
  },
  {
    "id": "O-02",
    "title": "Route peak chat demand",
    "action": "Use queue-aware routing and proactive wait messaging.",
    "priority": "high",
    "evidence_count": 27,
    "category": "operations",
    "evidence_ids": [
      "SE-002",
      "SE-007",
      "SE-002-M011",
      "SE-007-M016",
      "SE-002-M020"
    ],
    "evidence_examples": [
      {
        "record_id": "SE-002",
        "case_id": "SE-002",
        "entity_id": "ENTITY-0002",
        "occurred_at": "2026-03-04",
        "source": "chat",
        "excerpt": "Customer waited during evening peak",
        "period": "2026-03"
      },
      {
        "record_id": "SE-007",
        "case_id": "SE-007",
        "entity_id": "ENTITY-0007",
        "occurred_at": "2026-03-21",
        "source": "call",
        "excerpt": "Queue delay exceeded issue handling time",
        "period": "2026-03"
      },
      {
        "record_id": "SE-002-M011",
        "case_id": "SE-002-M011",
        "entity_id": "ENTITY-0002",
        "occurred_at": "2026-03-11",
        "source": "chat",
        "excerpt": "Customer waited during evening peak",
        "period": "2026-03"
      }
    ]
  },
  {
    "id": "O-03",
    "title": "Rewrite billing explanations",
    "action": "Test plain-language labels and examples.",
    "priority": "medium",
    "evidence_count": 27,
    "category": "experience",
    "evidence_ids": [
      "SE-003",
      "SE-006",
      "SE-003-M012",
      "SE-006-M015",
      "SE-003-M021"
    ],
    "evidence_examples": [
      {
        "record_id": "SE-003",
        "case_id": "SE-003",
        "entity_id": "ENTITY-0003",
        "occurred_at": "2026-03-06",
        "source": "call",
        "excerpt": "Fee label was not understood",
        "period": "2026-03"
      },
      {
        "record_id": "SE-006",
        "case_id": "SE-006",
        "entity_id": "ENTITY-0006",
        "occurred_at": "2026-03-17",
        "source": "chat",
        "excerpt": "Agent clarified statement terminology",
        "period": "2026-03"
      },
      {
        "record_id": "SE-003-M012",
        "case_id": "SE-003-M012",
        "entity_id": "ENTITY-0003",
        "occurred_at": "2026-03-12",
        "source": "call",
        "excerpt": "Fee label was not understood",
        "period": "2026-03"
      }
    ]
  },
  {
    "id": "O-04",
    "title": "Improve portal guidance",
    "action": "Add contextual navigation and visible completion states.",
    "priority": "medium",
    "evidence_count": 26,
    "category": "product",
    "evidence_ids": [
      "SE-004",
      "SE-008",
      "SE-004-M013",
      "SE-008-M017",
      "SE-004-M022"
    ],
    "evidence_examples": [
      {
        "record_id": "SE-004",
        "case_id": "SE-004",
        "entity_id": "ENTITY-0004",
        "occurred_at": "2026-03-10",
        "source": "portal",
        "excerpt": "Upload status was difficult to locate",
        "period": "2026-03"
      },
      {
        "record_id": "SE-008",
        "case_id": "SE-008",
        "entity_id": "ENTITY-0008",
        "occurred_at": "2026-03-25",
        "source": "portal",
        "excerpt": "Settings location was not obvious",
        "period": "2026-03"
      },
      {
        "record_id": "SE-004-M013",
        "case_id": "SE-004-M013",
        "entity_id": "ENTITY-0004",
        "occurred_at": "2026-03-13",
        "source": "portal",
        "excerpt": "Upload status was difficult to locate",
        "period": "2026-03"
      }
    ]
  }
]