08 Vision
From the phone to the record.
The urgent order still starts on the phone, by my read. Agents bring the decision online, inside both sides’ rules. The webshop keeps the record of every order.
The whole plan
Each step moves on evidence, and I have a part in every one. The weeks are targets.
- ListenWeeks 1 to 4Visits, interviews, the call count. The replay starts.Owner: The researcher, with the design teamMy partWrite the agent spec with the PM, from the research questions.
- ProveWeeks 5 to 8Read the replay, test voice, build the eval set from past orders.Owner: The researcher, with an engineer and QAMy partRead the replay disagreements with the researcher. Call go or stop with the PM.
- PilotFrom week 9Filters and cooling at 1 merchant. Shadow mode, then 6 to 10 weeks live.Owner: The PM, with the design team and the researcherMy partSign off agent behaviour, and every safety handover change.
- GrowOnce the pass marks holdMore categories, then more merchants.Owner: The PM, with the whole teamMy partCoach the team, and turn each lesson into the design system.
The fitment licence and the stock hold can move the pilot date. Both start in week 1.
Lead and delegate
I lead the design team and the researcher, beside a PM, 3 engineers and QA. I own the experience and sign off what ships.
- Owns it
- Signs off
- Does the work
- Asked first
| Me | Design team | Researcher | PM | 3 engineers | QA | |
|---|---|---|---|---|---|---|
| What I own and sign off | ||||||
| I own the experience, end to end.Buyers and merchants, every channel. | ||||||
| I write the agent spec with the PM, and sign it off.Act, ask, explain, fall back, undo. | ||||||
| I own the AI-native design system.Tokens, skills and the card check. | ||||||
| I set the research agenda.The researcher runs every study. | ||||||
| Nothing ships without 2 sign-offs.QA on function, me on experience. | ||||||
| The PM and I call go or stop.At every gate, on evidence. | ||||||
| I coach the design team and the researcher.A monthly 1:1, a quarterly focus they pick. | ||||||
| What the team decides | ||||||
| The PM owns scope and sequence. | ||||||
| Engineers own how it is built. |
What comes first
I set the order by impact against effort: high impact, low effort first.
FirstHigh impact, low effort
- Source and age on every number in today’s webshop, from the same tokens, with no agent.
- The threshold replay on past orders, from week 1.
NextHigh impact, high effort
- The pilot in filters and cooling, shadow mode first.
- Voice, tested in a real workshop.
- More categories, each through the same gates.
ThenLower impact, low effort
- A 2nd trade, on the same template.
- More channels, such as Teams or SMS, from the same design system.
Not nowLower impact, high effort
- Negotiation and custom quotes. No 2nd live merchant before the pilot passes.
What changes
Value for the buyer, the merchant and Saga, each with its own measure.
North star
Agent speed on urgent orders, without more wrong parts.
For the buyer
An urgent order in minutes, not a phone chase. By voice, WhatsApp, email or the webshop.
5 minutes or less to order, the median
For the merchant
Sales reps keep the hard calls and the relationship. Safety parts stay with a person. I expect urgent orders to stay, not go to the next wholesaler.
Workshops that order again within 30 days
For Saga
Every merchant becomes agent-ready. Any buyer’s agent orders inside its rules, on the ERP data Saga already reads. AI tools build every channel from 1 design system.
More urgent orders through the agents
Measured, not promised: the pilot reads these after 300 agent orders and their return window. It stops if wrong-part returns double. A merchant pauses any category in 1 click.
The Golf in bay 2 gets the right water pump, ordered in minutes.
What the platform should count
The webshop put the transaction online, never the decision. Webshop share only counts where the order was typed. Count orders decided on Saga, in any channel.
The next step
3 replay merchants signed before day 1, the pilot among them. That comes first. In week 1, we call 5 workshop leads and start the replay.
That is the case. The prototype is where it runs.