version ddn-next-1

publication "publication:empathy"
    with
        id "publication:empathy"
        title "Support team / empathy map"
        targets
            item
                target
                    id "empathy"
                kind "view"
        format "svg"
        page
            size "content"
            width
                value 1360
                unit "px"
            height
                value 860
                unit "px"
            margin
                top 30
                right 30
                bottom 30
                left 30
            minimum_text 10.666666666666666
            overflow "report"


publication "publication:scorecard"
    with
        id "publication:scorecard"
        title "Department / balanced scorecard"
        targets
            item
                target
                    id "scorecard"
                kind "view"
        format "svg"
        page
            size "content"
            width
                value 1360
                unit "px"
            height
                value 860
                unit "px"
            margin
                top 30
                right 30
                bottom 30
                left 30
            minimum_text 10.666666666666666
            overflow "report"


element "ddn.examples.empathy-scorecard::research.persona" as "note"
    with
        id "ddn.examples.empathy-scorecard::research.persona"
        title "Persona"
        description "Synthetic persona: a support agent on the night shift."
        content
            text "Synthetic persona: a support agent on the night shift."
        draft
            text "Synthetic persona: a support agent on the night shift."


element "ddn.examples.empathy-scorecard::research.says_a" as "note"
    with
        id "ddn.examples.empathy-scorecard::research.says_a"
        title "Says (1)"
        description "Synthetic: ""I spend half the shift retyping ticket details into the billing tool."""
        content
            text "Synthetic: ""I spend half the shift retyping ticket details into the billing tool."""
        draft
            text "Synthetic: ""I spend half the shift retyping ticket details into the billing tool."""


element "ddn.examples.empathy-scorecard::research.says_b" as "note"
    with
        id "ddn.examples.empathy-scorecard::research.says_b"
        title "Says (2)"
        description "Synthetic: ""Customers forgive an outage when we call them back before they notice."""
        content
            text "Synthetic: ""Customers forgive an outage when we call them back before they notice."""
        draft
            text "Synthetic: ""Customers forgive an outage when we call them back before they notice."""


element "ddn.examples.empathy-scorecard::research.thinks" as "note"
    with
        id "ddn.examples.empathy-scorecard::research.thinks"
        title "Thinks"
        description "Synthetic: worries that automation metrics reward closing tickets fast, not solving the root cause."
        content
            text "Synthetic: worries that automation metrics reward closing tickets fast, not solving the root cause."
        draft
            text "Synthetic: worries that automation metrics reward closing tickets fast, not solving the root cause."


element "ddn.examples.empathy-scorecard::research.does" as "note"
    with
        id "ddn.examples.empathy-scorecard::research.does"
        title "Does"
        description "Synthetic: keeps a personal spreadsheet of workarounds and shares it with the next shift over chat."
        content
            text "Synthetic: keeps a personal spreadsheet of workarounds and shares it with the next shift over chat."
        draft
            text "Synthetic: keeps a personal spreadsheet of workarounds and shares it with the next shift over chat."


element "ddn.examples.empathy-scorecard::research.feels" as "note"
    with
        id "ddn.examples.empathy-scorecard::research.feels"
        title "Feels"
        description "Synthetic: proud of calm incident handling but drained by the duplicated data entry."
        content
            text "Synthetic: proud of calm incident handling but drained by the duplicated data entry."
        draft
            text "Synthetic: proud of calm incident handling but drained by the duplicated data entry."


element "ddn.examples.empathy-scorecard::research.fin_1" as "note"
    with
        id "ddn.examples.empathy-scorecard::research.fin_1"
        title "Financial objective 1"
        description "Synthetic objective: cut cost per resolved ticket by twelve percent this year."
        content
            text "Synthetic objective: cut cost per resolved ticket by twelve percent this year."
        draft
            text "Synthetic objective: cut cost per resolved ticket by twelve percent this year."


element "ddn.examples.empathy-scorecard::research.fin_2" as "note"
    with
        id "ddn.examples.empathy-scorecard::research.fin_2"
        title "Financial objective 2"
        description "Synthetic objective: grow renewal revenue from the existing customer base."
        content
            text "Synthetic objective: grow renewal revenue from the existing customer base."
        draft
            text "Synthetic objective: grow renewal revenue from the existing customer base."


element "ddn.examples.empathy-scorecard::research.cus_1" as "note"
    with
        id "ddn.examples.empathy-scorecard::research.cus_1"
        title "Customer objective 1"
        description "Synthetic objective: raise first-contact resolution above seventy percent."
        content
            text "Synthetic objective: raise first-contact resolution above seventy percent."
        draft
            text "Synthetic objective: raise first-contact resolution above seventy percent."


element "ddn.examples.empathy-scorecard::research.cus_2" as "note"
    with
        id "ddn.examples.empathy-scorecard::research.cus_2"
        title "Customer objective 2"
        description "Synthetic objective: answer every chat within ninety seconds during business hours."
        content
            text "Synthetic objective: answer every chat within ninety seconds during business hours."
        draft
            text "Synthetic objective: answer every chat within ninety seconds during business hours."


element "ddn.examples.empathy-scorecard::research.int_1" as "note"
    with
        id "ddn.examples.empathy-scorecard::research.int_1"
        title "Internal process objective 1"
        description "Synthetic objective: automate the ticket-to-billing rekeying step."
        content
            text "Synthetic objective: automate the ticket-to-billing rekeying step."
        draft
            text "Synthetic objective: automate the ticket-to-billing rekeying step."


element "ddn.examples.empathy-scorecard::research.int_2" as "note"
    with
        id "ddn.examples.empathy-scorecard::research.int_2"
        title "Internal process objective 2"
        description "Synthetic objective: publish a weekly workaround digest from the shift handover notes."
        content
            text "Synthetic objective: publish a weekly workaround digest from the shift handover notes."
        draft
            text "Synthetic objective: publish a weekly workaround digest from the shift handover notes."


element "ddn.examples.empathy-scorecard::research.lrn_1" as "note"
    with
        id "ddn.examples.empathy-scorecard::research.lrn_1"
        title "Learning & growth objective 1"
        description "Synthetic objective: certify every agent on the new incident playbook by quarter end."
        content
            text "Synthetic objective: certify every agent on the new incident playbook by quarter end."
        draft
            text "Synthetic objective: certify every agent on the new incident playbook by quarter end."


element "ddn.examples.empathy-scorecard::research.lrn_2" as "note"
    with
        id "ddn.examples.empathy-scorecard::research.lrn_2"
        title "Learning & growth objective 2"
        description "Synthetic objective: pair each night-shift agent with a day-shift mentor."
        content
            text "Synthetic objective: pair each night-shift agent with a day-shift mentor."
        draft
            text "Synthetic objective: pair each night-shift agent with a day-shift mentor."


element "empathy::panel::says" as "note"
    with
        id "empathy::panel::says"
        title "SAYS"
        metadata
            x_record
                id "says"
                row 0
                column 0
                rowspan 1
                colspan 1
                items
                    item
                        id "ddn.examples.empathy-scorecard::research.says_a"
                    item
                        id "ddn.examples.empathy-scorecard::research.says_b"


element "empathy::panel::thinks" as "note"
    with
        id "empathy::panel::thinks"
        title "THINKS"
        metadata
            x_record
                id "thinks"
                row 0
                column 1
                rowspan 1
                colspan 1
                items
                    item
                        id "ddn.examples.empathy-scorecard::research.thinks"


element "empathy::panel::persona" as "note"
    with
        id "empathy::panel::persona"
        title "PERSONA"
        metadata
            x_record
                id "persona"
                row 1
                column 0
                rowspan 1
                colspan 2
                items
                    item
                        id "ddn.examples.empathy-scorecard::research.persona"


element "empathy::panel::does" as "note"
    with
        id "empathy::panel::does"
        title "DOES"
        metadata
            x_record
                id "does"
                row 2
                column 0
                rowspan 1
                colspan 1
                items
                    item
                        id "ddn.examples.empathy-scorecard::research.does"


element "empathy::panel::feels" as "note"
    with
        id "empathy::panel::feels"
        title "FEELS"
        metadata
            x_record
                id "feels"
                row 2
                column 1
                rowspan 1
                colspan 1
                items
                    item
                        id "ddn.examples.empathy-scorecard::research.feels"


element "scorecard::panel::financial" as "note"
    with
        id "scorecard::panel::financial"
        title "FINANCIAL"
        metadata
            x_record
                id "financial"
                row 0
                column 0
                rowspan 1
                colspan 1
                items
                    item
                        id "ddn.examples.empathy-scorecard::research.fin_1"
                    item
                        id "ddn.examples.empathy-scorecard::research.fin_2"


element "scorecard::panel::customer" as "note"
    with
        id "scorecard::panel::customer"
        title "CUSTOMER"
        metadata
            x_record
                id "customer"
                row 0
                column 1
                rowspan 1
                colspan 1
                items
                    item
                        id "ddn.examples.empathy-scorecard::research.cus_1"
                    item
                        id "ddn.examples.empathy-scorecard::research.cus_2"


element "scorecard::panel::internal" as "note"
    with
        id "scorecard::panel::internal"
        title "INTERNAL PROCESS"
        metadata
            x_record
                id "internal"
                row 1
                column 0
                rowspan 1
                colspan 1
                items
                    item
                        id "ddn.examples.empathy-scorecard::research.int_1"
                    item
                        id "ddn.examples.empathy-scorecard::research.int_2"


element "scorecard::panel::learning" as "note"
    with
        id "scorecard::panel::learning"
        title "LEARNING & GROWTH"
        metadata
            x_record
                id "learning"
                row 1
                column 1
                rowspan 1
                colspan 1
                items
                    item
                        id "ddn.examples.empathy-scorecard::research.lrn_1"
                    item
                        id "ddn.examples.empathy-scorecard::research.lrn_2"


view "empathy" as "canvas.empathy@1"
    with
        id "empathy"
        title "Support team / empathy map"
        selection
            include empty list
        layout
            algorithm "grid"
            gap 80
        legend
            width 280
        background
            color "#f6f8fc"
        projection
            options
                columns 2
                panels
                    item
                        target
                            id "empathy::panel::says"
                        kind "text"
                        title "SAYS"
                    item
                        target
                            id "empathy::panel::thinks"
                        kind "text"
                        title "THINKS"
                    item
                        target
                            id "empathy::panel::persona"
                        kind "text"
                        title "PERSONA"
                    item
                        target
                            id "empathy::panel::does"
                        kind "text"
                        title "DOES"
                    item
                        target
                            id "empathy::panel::feels"
                        kind "text"
                        title "FEELS"


view "scorecard" as "canvas.scorecard@1"
    with
        id "scorecard"
        title "Department / balanced scorecard"
        selection
            include empty list
        layout
            algorithm "grid"
            gap 80
        legend
            width 280
        background
            color "#f6f8fc"
        projection
            options
                columns 2
                panels
                    item
                        target
                            id "scorecard::panel::financial"
                        kind "text"
                        title "FINANCIAL"
                    item
                        target
                            id "scorecard::panel::customer"
                        kind "text"
                        title "CUSTOMER"
                    item
                        target
                            id "scorecard::panel::internal"
                        kind "text"
                        title "INTERNAL PROCESS"
                    item
                        target
                            id "scorecard::panel::learning"
                        kind "text"
                        title "LEARNING & GROWTH"