Interview drill 10Interview-style design round
Refunds and cancellations within policy
- 45 minutes
- Elective · Customer experience & voice
- No real companies
Hypothetical. No affiliation with or endorsement by the companies named. Public facts as of 6 October 2026; sources at the end of the brief.
The prompt
"You're the forward deployed engineer for a CX-agent vendor, working with a US subscription business. It sells monthly and annual plans online to about three million subscribers. Chat is its busiest support channel, and a third of chats are about refunds or cancellations. The head of support wants an agent that cancels subscriptions and issues refunds within the written policy, with no person touching most cases. Finance worries about refund leakage. Counsel worries about making cancellation hard. Design it: what the agent may do on its own, what needs approval, how you'd know it is applying the policy correctly, and how you'd roll it out. Start in chat; voice can come later."
The clock
- Clarify0–5 min
- Discovery plan5–15 min
- Design15–30 min
- Risks and evals30–40 min
- Rollout and the ask40–45 min
Lessons for this drill
Pro drill
The rest of this drill is in Pro.
What to know going in, the curveballs on the clock, a strong answer, the common mistakes and the rubric.
- Every stage and specialisation, in full
- Every lab and every role project
- Halden weeks 2–10, on your record
- Every drill, live in the playground
- All solutions, plus the server judge
- Lab Assistant and every Teach with AI