Personalization program — adoption reverses

Context

An e-commerce personalization program. Semantic search is reported green on delivery, but merchandiser adoption is quietly reversing — they're overriding the AI results back to manual — so the real health is amber.

The decision

Reported vs actual: search is green on delivery but its adoption is sliding, and the steering call is to fix the merchandiser trust gap before the reversal becomes permanent.

What most miss

Delivery reports 'launched.' It doesn't report that the users are silently turning it off. Adoption reversal is the earliest signal that a launched feature is failing.

Stakes

A personalization feature the merchandisers won't use is sunk cost plus a conversion drag versus the manual baseline.