Introduction
这份文件解决什么问题What Problem Does This Document Solve
现有 Playbook 定义了"系统在出事时怎么做"。这份文件定义的是"系统在没出事时怎么建立价值"，以及"怎么让老人和家属真正想用这个产品"。The existing Playbook defines what the system does when something goes wrong. This document defines how the system builds value when nothing is wrong — and how to make seniors and families genuinely want to use this product.
现在的问题 · Current Problem
产品只在出事时有存在感。老人是被观察的对象。家属感到内疚而非安心。没有建立日常价值。The product only appears when something is wrong. The senior is an observed object. Family feels guilty rather than reassured. No daily value has been established.
转变目标 · Target State
产品在好事发生时也出现。老人是生活的叙述者。家属感到被理解。每天都有使用的理由。The product also appears when good things happen. The senior is the narrator of their own life. Family feels understood. There is a reason to use it every day.
落地原则 · Implementation Principles
每个模块独立实现，不依赖其他模块。低工程量优先。不破坏现有状态机。Each module is independently implementable. Low engineering effort is prioritised. The existing state machine must not be broken.
与现有 Playbook 的关系 · Relationship to Playbook：本文件是 Playbook 的上层扩展。Playbook 定义了六状态的安全逻辑（CALM / REMINDER / FAMILY / ALERT / HELP / OFFLINE）。本文件在这六状态之上，增加了新的触发事件、内容层和工程模块。不修改现有状态机，只扩展它的能力边界。
01 · AGENCY
Module 01
老人能动性设计Senior Agency Design
让老人从"被照顾者"变成"生活叙述者"。Voice Postcard 从功能升级为日常仪式。Transform the senior from "someone being cared for" into "the narrator of their own life." Voice Postcard becomes a daily ritual, not just a feature.
系统转变 System shift：老人不只是传感器数据的来源，而是内容的主动生产者。The senior is not just a source of sensor data — they are an active producer of content.
核心设计决策 · Core Design Decision
每天固定时间，Luma 给老人一个"开口的机会"——不是问健康状况，而是问生活。老人可以说任何事，也可以选择不说。家属收到的是老人的原声，不是系统摘要。At a fixed time each day, Luma gives the senior an opening — not to ask about health, but about life. The senior can say anything, or say nothing. Family receives the senior's actual voice, not a system summary.
关键 Key：老人有控制权。可以说"这条只给我自己"，可以说"今天不想说"。控制权是尊严感的来源。The senior has control. They can say "this one is just for me" or "I don't feel like it today." Control is the source of dignity.
📺 Luma 屏幕
15:00
Friday, February 27
Good afternoon, Mary.
Anything you'd like to tell Lily today?
"Just say anything. Or say 'not today'."
✓
每天固定时间触发（老人自选时间段）Triggered at a fixed daily time chosen by the senior
✓
"not today" accepted — no follow-up
✓
"just for me" accepted — not sent to family
✗
评价老人说的内容（"真棒！"）
🎙 语音脚本
每日邀请（下午固定时间）
"Good afternoon, Mary. Is there anything you'd like to tell Lily today?"
等待 10 秒。老人可以说任何话，或说"not today"。 / Wait 10 seconds. The senior can say anything, or say "not today."
老人录制后确认
"Got it. I'll send that to Lily."
不评价内容，不说"很好"。简短确认，立刻结束。 / Do not evaluate content, do not say "great". Brief confirmation, then end immediately.
老人说"只给我自己"
"Of course. I'll keep that just between us."
记录到 personal_memory，不发送给任何人。 / Recorded to personal_memory; not sent to anyone.
老人说"not today"
"That's fine. I'm here if you change your mind."
今日不再询问。明天重置。 / No more prompting today. Resets tomorrow.
📱 家属 App
💬 MESSAGE · NEW
Lily left you a message
She recorded something this afternoon. Tap to listen.
✓
Push notification: "Lily left you a message" — subject is the senior
✓
Family receives the senior's actual voice — no AI summarisation or filtering
✓
Family can reply by text or voice; Luma plays it to the senior later
✗
老人选择"only for me"的内容发送给家属
✗
"Lily didn't record anything today"——不制造内疚
工程接口要求
New events 新事件： senior_postcard_recorded · senior_postcard_private · senior_postcard_declined
New fields 新字段： postcard.visibility = "family" | "private" · postcard.audio_url · postcard.timestamp
New config 新配置： postcard_prompt_time (senior-selected window, default 14:00–16:00)
Rate limit 频率控制： max 1 invitation per day; no re-trigger after senior declines
Storage 存储： private postcards stored in personal_memory; do not enter family_feed
02 · ONBOARDING
Module 02
7天 Onboarding 仪式7-Day Onboarding Ritual
不是教人用产品，是帮家庭建立新的相处方式。前7天是独立状态机，Day 7 结束后自动切换为常规模式。Not teaching people to use a product — helping families build a new way of being together. The first 7 days run as an independent state machine; after Day 7 it switches automatically to regular mode.
系统转变 System shift：产品从"装好就用"变成有仪式感的开始。前7天决定留存率。The product shifts from "install and use" to a ritual beginning. The first 7 days determine retention rate.
关键原则 · Key Principle
Onboarding 的目标不是"完成设置"，而是让老人在 Day 7 时感到"这个东西是我生活的一部分"，让家属在 Day 7 时感到"这7天值得"。The goal of onboarding is not "completing setup" — it is making the senior feel by Day 7 that "this is part of my life," and making the family feel that "these 7 days were worth it."
Day 4 is the critical turning point：老人发出第一条 Voice Postcard。这是产品从工具变成关系的转折点。The senior sends their first Voice Postcard. This is the moment the product becomes a relationship. The family notification should feel like a celebration, not an alert.
| Day | Luma 做什么 / What Luma does | 家属 App 显示什么 / What Family App shows | 目标 / Goal |
|---|---|---|---|
| Day 1 | 首次启动问候 + 播放家属录制的欢迎语音First launch greeting + play family's recorded welcome message "Hi Mary, I'm Luma. Lily recorded something for you." |
"Your welcome message was played for Mum." | 建立情感锚点 / Emotional anchor |
| Day 2 | 早安问候 + 一个简单的开放性问题Morning greeting + one simple open question "It's sunny today. Do you like mornings like this?" |
"Mum responded to Luma for the first time." ● | 第一次互动 / First interaction |
| Day 3 | 播放家属的第一条 Voice Postcard "Lily sent you a message. Would you like to hear it?" |
"Mum heard your message. She listened to the end." ● | 建立双向连接 / Two-way connection |
| Day 4 ★ | 邀请老人发第一条 Voice Postcard "Is there anything you'd like to tell Lily today?" |
"Mum sent you her first message." 🔔 推送通知 这是整个 Onboarding 最重要的时刻 |
关键转折点 / Critical turning point |
| Day 5 | 第一次提醒（如已配置） "Mary, almost eleven — time for your morning tablets." |
"Mum confirmed her 11:00 reminder." | 建立日常节奏 / Daily rhythm |
| Day 6 | Luma 表达一句对老人习惯的观察 "I notice you like mornings. Me too." |
"Luma is settling in with Mum." | 建立个性化感知 / Personalised awareness |
| Day 7 ★ | Luma 说： "We've been together a week now, Mary. Thank you for letting me be here." |
家属收到第一份周报 🔔 "This week: [X] conversations, [X] messages, 0 alerts." "You're off to a good start." |
建立信任 / Build trust: "Was it worth it?" |
📋 Onboarding 状态机规则
✓
Onboarding 是独立的 onboarding_mode，与常规六状态并行
✓
Day 7 脚本完成后自动切换为常规模式
✓
如果 ALERT 或 HELP 在 Onboarding 期间触发，优先处理安全事件，Onboarding 暂停
✓
老人跳过某天的互动，次日继续，不重来
✗
强迫老人完成所有步骤才能"激活"产品
🔔 Day 7 周报结构
Week 1 · February 21–27
Conversations with Luma12
Messages exchanged3
Reminders confirmed5 / 5
Alerts0
"You're off to a good start."
工程接口要求
New states 新状态： onboarding_mode = true/false · onboarding_day = 1–7
New events 新事件： onboarding_day_completed · onboarding_completed · onboarding_milestone_hit
Family setup 家属配置： record welcome message at install (required, within 30s)
Weekly report trigger 周报触发： onboarding_day = 7 AND day_script_completed → generate weekly_summary_v1
Interruption 中断： when ALERT/HELP triggers, onboarding_mode pauses; resumes after safety event resolves
03 · GUILT
Module 03
内疚感化解设计Guilt Relief Design
把 Reflekt 从"我不在场的替代品"变成"我爱她的一种方式"。每月陪伴报告 + 主动释放信号。Transform Reflekt from "a substitute for my absence" into "one of the ways I show I care." Monthly companion report + proactive release signal.
系统转变 System shift：家属从焦虑的监控者变成有行动感的照顾者。Family shifts from anxious monitor to empowered carer.
📊 月度陪伴报告
February 2026 · Monthly Summary
Messages you exchanged14
Reminders Luma sent for you28
Quiet nights26
Help requests1 → notified in 28s
"You're doing well. Mum's having a good month."
✓
主角是家属，不是老人的健康数据
✓
最后一行永远是对家属的认可
✓
每月1号推送，不在其他时间发
✗
健康数据、趋势图、百分比
🕊 主动释放信号
触发条件
CALM 状态持续 > 4 小时
老人有明显活动记录
当天无任何警报
每周最多 2 次
家属 App 首页（替换解释文案，出现 1 次）
"Lily, Mum had a good morning. If you were thinking of calling, she's been active and seems well — no rush."
这是反直觉的设计：在没事时出现，告诉家属"你可以放心去做自己的事"。
变体（下午版）
"Quiet afternoon so far. Mum seems settled. You don't need to check in tonight unless you want to."
✓
主动出现，不需要家属打开 App 才看到
✓
不推送通知，只在家属打开 App 时显示
✗
每天都发——变成噪音后失去意义
工程接口要求
Monthly report trigger 月报触发： 1st of each month 00:01 UTC, generate last month's monthly_companion_report, push to all family
Report data sources 月报数据： message_count · reminder_confirmed_count · calm_nights · help_events_with_response_time
Release signal trigger 释放信号： calm_duration > 240min AND activity_events > 0 AND alert_count_today = 0 AND release_signal_count_this_week < 2
释放信号展示： 替换首页解释文案，持续显示直到家属下次打开 App 后消失（不重复出现）
Report copy rule 文案规则： the final sentence must be an affirmation of the family member; generated from template, not free AI generation
04 · POSITIVE SIGNAL
Module 04
正向可见性设计Positive Visibility Design
让产品在好事发生时也出现。Quiet Wins 系统 + Luma 身份反转话术。Make the product appear when good things happen. Quiet Wins system + Luma identity reversal copy.
系统转变 System shift：产品从"等待灾难的警报器"变成"记录生活的陪伴者"。The product shifts from "alarm waiting for disaster" to "companion recording daily life."
📱 Quiet Wins · 家属端
CALM 状态稳定
每周最多 2 次
文案库（随机选取，不重复）
"Mum has been up and active every morning this week."
"Luma hasn't needed to check in with Mum once today."
"A quiet week. No alerts, no concerns. Just life."
"Mum sent you more messages this month than last."
✓
出现在首页解释文案位置（CALM 状态下）
✓
用解读语言，不用原始数据
✗
"Activity score: 87%"——数字不是温度
🌿 身份反转话术 · Luma 端
10:30
Tuesday, March 3
Good morning, Mary.
Lily mentioned she sleeps better knowing you're doing well.
"I'm here if you need me."
✓
每月 1-2 次，在早安问候后说一句
✓
内容关于家人的感受，不关于老人的行为
✓
不建立因果关系（不说"因为你用了 Luma 所以…"）
✗
"Because you've been so active, Lily feels relieved."——因果逻辑变成压力
📋 文案库与频率控制
身份反转话术库
"Lily mentioned she sleeps better knowing you're doing well."
"It's nice knowing your family feels reassured."
"Lily said she was thinking of you this week."
✓
Luma 端：每月最多 2 次，不重复使用同一句
✓
家属端 Quiet Wins：每周最多 2 次，从文案库随机
✓
两个系统独立计频，互不干扰
✗
频率超标，正向信号变成噪音
工程接口要求
Quiet Wins 触发： calm_streak > 3 days AND quiet_wins_count_this_week < 2 → 从文案库随机选取展示
文案库： 静态文案列表，不由 AI 实时生成。工程维护版本，产品审核后更新
身份反转话术： identity_reversal_count_this_month < 2 → 触发，从话术库选取未使用的条目
已使用追踪： 记录每条话术最后使用时间，间隔 < 30 天不重复
数据要求： 话术引用家属名字需从 user_profile.family_name 读取，不硬编码
05 · LIFE NETWORK
Module 05
软性支持网络设计Life Network Design
让 Luma 记录老人提到的人和事。月报里出现"妈妈的生活是丰富的"，而不只是"妈妈是安全的"。Luma records the people and moments the senior mentions. The monthly report shows "Mum's life is full," not just "Mum is safe."
系统转变 System shift：产品从双端（老人+家属）扩展到记录真实生活网络的陪伴者。The product expands from two-sided (senior + family) to a companion that records the senior's real life network.
MVP 边界 · MVP Scope
本轮只做 Life Moments 记录（老人提到人和事时 Luma 记录，月报里展示）。不做新用户注册，不做 Circle 功能扩展——那是 v2。This sprint only implements Life Moments recording (Luma records when senior mentions people and events; displayed in monthly report). No new user registration, no Circle expansion — that is v2.
工程量极低：复用现有 query_memory 工具，增加 life_mention 类型事件即可。
🎙 Life Moments 触发逻辑
老人说（示例）
"老王今天来看我了，我们下了一盘棋。"
Luma 回应
"That sounds lovely. I'll remember that."
简短确认，不追问，不评价。Luma 把这条记录进 life_memory。
老人说（示例）
"今天去了医院，挺累的。"
Luma 回应
"That can be tiring. Rest well today."
不追问医院相关细节，不做医疗推断。
✓
识别：人名、事件、地点、情绪词
✓
记录进 life_memory，不进入 health_data
✗
把生活事件推断为健康信号（"去医院"≠health_alert）
📱 月报中的 Life Moments
February · Life Moments
People Lily mentionedWang, Dr. Chen
Wang visited2× this month
Lily mentioned enjoyingchess, mornings
"Mum has company. Her life has more in it than you might think."
✓
家属看到的是"妈妈的生活是丰富的"，不只是安全数据
✓
直接化解内疚：妈妈有自己的生活，不是孤独等待
✗
暴露老人没有主动分享的私人信息
工程接口要求
新事件类型： life_mention { person_name?, event_type, sentiment?, timestamp }
NLU 识别范围： 人名实体 · 活动事件（下棋、散步、看电视等）· 情绪词（累、开心、无聊）
存储分离： life_memory 与 health_data 严格分离，不互相引用
月报聚合： 每月统计 life_mention 频次，生成 life_moments_summary
隐私边界： 老人标记"only for me"的内容不进入 life_memory 聚合
v2 预留： life_mention.person_name 字段为 Circle 功能预留接口，当前不实现邀请逻辑
06 · TRANSITION
Module 06
过渡期设计Transition Design
当独立生活不再安全时，Reflekt 不消失，而是帮助家庭做出这个决定。本轮只埋点，不展示。When independent living is no longer safe, Reflekt does not disappear — it helps the family make that decision. This sprint: data tracking only, no display.
系统转变 System shift：从"帮老人独立生活"到"帮家庭在合适的时机做合适的决定"。From "helping the senior live independently" to "helping the family make the right decision at the right time."
本轮范围说明 · This Sprint Scope
This sprint does two things only: data tracking + product stance statement. 本轮只做两件事：数据埋点 + 产品立场声明。We do not design the full experience for this scenario yet — designing it too early makes the product feel unnecessarily heavy.
但数据要从 v1 开始积累，否则 v2 没有基础。立场要写清楚，否则这个时刻到来时产品会消失。
📊 过渡期信号埋点（静默）
追踪三条曲线（后台，不展示给用户）
📈
警报频率趋势：过去 30/60/90 天 ALERT+HELP 事件频次
📈
家属介入频率趋势：过去 30/60/90 天家属主动拨打电话或打开 App 的频次
📈
老人主动互动趋势：过去 30/60/90 天老人主动说话、发消息的频次
"当三条曲线同时朝不好的方向变化时，系统知道。v2 再决定如何展示和引导。v1 只要数据是准的。"
📝 产品立场声明（写进产品说明）
"Reflekt is designed to support independence, not to replace the judgment of families.
There will come a time when the right support changes. When that time comes, we want to help you have that conversation clearly, not avoid it."
✓
出现在 Family App 的"关于 Reflekt"页面
✓
出现在用户协议的第一段（不在法律条款里）
✓
告诉家属：我们不会用技术帮你回避现实
✗
把这段话放在隐私政策里——没人会看到
工程接口要求（v1 埋点）
新指标： alert_frequency_30d/60d/90d · family_intervention_frequency_30d/60d/90d · senior_interaction_frequency_30d/60d/90d
存储： 每日计算，存入 analytics_daily，保留 365 天
不展示： v1 这三条指标不出现在任何用户界面，仅供内部分析
v2 触发条件预留： 当 alert_frequency_90d > 2x baseline AND senior_interaction_frequency_90d < 0.5x baseline → flag for review
Implementation Roadmap
落地路线图 Implementation Roadmap
按工程量 × 产品价值排序。本轮先做低工程量高价值的模块，不要贪多。Ordered by engineering effort × product value. This sprint: low effort, high value modules first. Do not overreach.
This Sprint · Engineering
Transition data tracking (Module 06) — 过渡期数据埋点. Minimal engineering: three counters. Without v1 data, v2 has no foundation. Silent implementation, invisible to users.
This Sprint · Content
7-day Onboarding Script (Module 02) — 7天仪式脚本. Mostly content work. Engineering adds onboarding_mode and 7 script triggers. Highest single impact on retention.
This Sprint · Content
Voice Postcard Agency Upgrade (Module 01) — 老人能动性升级. Reuses existing Voice Postcard; only changes trigger logic and adds "private" option. Low engineering, largest product positioning shift.
Next Sprint · Product
Monthly Companion Report (Module 03) — 月度陪伴报告. Requires data aggregation + copy templates. Medium engineering. Directly relieves guilt; key to NPS and word-of-mouth.
Next Sprint · Content
Release Signal (Module 03) + Quiet Wins (Module 04) — 主动释放信号. Simple trigger logic; mainly content work. Build together — both follow the same "appear when good things happen" philosophy.
Next Sprint · Engineering
Life Moments Recording (Module 05) — 生活时刻记录. Requires NLU entity recognition upgrade. Medium engineering; extremely high differentiation value — no competitor does this.
v2 · Long-term
Identity Reversal Copy (Module 04) — 身份反转话术. Requires validation against real family interaction data and a content review process. Low frequency, high value — must be done carefully.
v2 · Long-term
Circle Life Network (Module 05 extension) — 软性支持网络. Requires new user types and permission system. High engineering effort; this is the true moat feature.v1 的 life_mention 数据是它的基础。
v2 · Long-term
Transition Guidance UI (Module 06 display layer) — 过渡期引导. Requires v1 trend data. Hardest product design challenge; highest-value differentiation opportunity.
最后说一句话
"你现在的产品是一个非常好的安全系统。
你真正要建的，是一个家庭陪伴系统——安全是它的底线，不是它的全部。"
"You currently have an excellent safety system. What you are really building is a family companion system — safety is its foundation, not its entirety."
你真正要建的，是一个家庭陪伴系统——安全是它的底线，不是它的全部。"
"You currently have an excellent safety system. What you are really building is a family companion system — safety is its foundation, not its entirety."
这六个模块不是对现有系统的否定。它们是在一个已经正确的安全基础上，加上让人们真正想用这个产品的理由。先把安全做稳，再加上陪伴。顺序不能反。
These six modules are not a rejection of the existing system. They add reasons for people to genuinely want to use the product — built on top of a safety foundation that is already correct. Safety first, then companionship. The order cannot be reversed.
These six modules are not a rejection of the existing system. They add reasons for people to genuinely want to use the product — built on top of a safety foundation that is already correct. Safety first, then companionship. The order cannot be reversed.