Persona one · a customer

The wait, with a date on it

Every step is a word and a shape, never a colour: this has to read identically to someone who cannot tell red from green. The date is the point — a wait without one is what makes people ring.

Invented: Atlantica, Marisol’s Beachwear and Hacienda Textiles are made up, and so is everyone in them.

Atlantica Coverage · Claim 219

You are looking at Marisol’s screen.See the firm’s side of this

What’s covered

Claim 219 · dye-lot fault

Spring swim, order 3318. Raised 6 August. Your account is kept by Maria Reyes.

ReceivedAtlantica has it, with your three photographs. The photographs are part of the story and not part of the product: nothing on this screen takes a file yet. Not built · Phase 56 August

InspectedJames Tate checked it against the dye-lot record. 9 August

Now — waiting on a decision The mill has been asked for the lot report. Atlantica expects to decide by the date below. Nothing tells Marisol when this moves. Sending her an email or a message when the step changes is Phase 5 too — today she finds out by opening this page. Not built · Phase 5Decision due 15 August

Later — replacement or creditWhichever you choose, once it is decided.

What Atlantica has said

“The lot number on your delivery note matches a batch we have had one other report about. We have asked the mill for the lot report and expect it back by Friday.”

— James Tate, 9 August

Why the date and not a spinner “We’re looking into it” is what makes people ring

The wait is the product here. A state with a date attached is a promise that can be kept or visibly missed; a state without one is an invitation to chase it.