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The 15 principles of good service design are now available as a free online guide! Plus some extra info from the book on how to implement the principles...
Check out the full guide
https://good.services/15-principles-of-good-service-design With individual guides per principle… [Thread]
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1. Be easy to find
The service must be able to be found by a user with no prior knowledge of the task they set out to do https://good.services/principle-1
The service must be able to be found by a user with no prior knowledge of the task they set out to do https://good.services/principle-1
2. Clearly explain its purpose
The purpose of the service must be clear to users at the start of using the service. That means a user with no prior knowledge must understand what the service will do for them and how it will work https://good.services/principle-2
The purpose of the service must be clear to users at the start of using the service. That means a user with no prior knowledge must understand what the service will do for them and how it will work https://good.services/principle-2
3. Set the expectations a user has of it
A good service must clearly explain what is needed from the user to complete the service and what that user can expect from the service provider in return https://good.services/principle-3
A good service must clearly explain what is needed from the user to complete the service and what that user can expect from the service provider in return https://good.services/principle-3
4. Enable each user to complete the outcome they set out to do
A good service helps the user to achieve a goal – be that start a business, learn to drive or move house – in as much of a seamless stream of events as possible https://good.services/principle-4
A good service helps the user to achieve a goal – be that start a business, learn to drive or move house – in as much of a seamless stream of events as possible https://good.services/principle-4
5. Work in a way that is familiar
If there’s an established custom for your service that benefits a user, your service should conform to that custom https://good.services/principle-5
If there’s an established custom for your service that benefits a user, your service should conform to that custom https://good.services/principle-5
6. Require no prior knowledge to use
A service should not work in a way that assumes any prior knowledge from the user https://good.services/principle-6
A service should not work in a way that assumes any prior knowledge from the user https://good.services/principle-6
7. Be agnostic of organisational structures
The service must work in a way that does not unnecessarily expose a user to the internal structures of the organisation providing the service https://good.services/principle-7
The service must work in a way that does not unnecessarily expose a user to the internal structures of the organisation providing the service https://good.services/principle-7
8. Require the minimum possible steps to complete
A good service requires as minimal interaction from a user as possible to complete the outcome that they’re trying to achieve https://good.services/principle-8
A good service requires as minimal interaction from a user as possible to complete the outcome that they’re trying to achieve https://good.services/principle-8
9. Be consistent throughout
The service should look and feel like one service throughout, regardless of the channel it is delivered through https://good.services/principle-9
The service should look and feel like one service throughout, regardless of the channel it is delivered through https://good.services/principle-9
10. Have no dead ends
A service should direct all users to a clear outcome, regardless of whether the user is eligible or suitable to use the service https://good.services/principle-10
A service should direct all users to a clear outcome, regardless of whether the user is eligible or suitable to use the service https://good.services/principle-10
11. Be usable by everyone, equally
The service must be usable by everyone who needs to use it, regardless of their circumstances or abilities https://good.services/principle-11
The service must be usable by everyone who needs to use it, regardless of their circumstances or abilities https://good.services/principle-11
12. Encourage the right behaviours from users and service providers
The service should encourage safe, productive behaviours from users and staff that are mutually beneficial https://good.services/principle-12
The service should encourage safe, productive behaviours from users and staff that are mutually beneficial https://good.services/principle-12
13. Respond to change quickly
The service should respond quickly and adaptively to a change in a user’s circumstance and make this change consistently throughout the service https://good.services/principle-13
The service should respond quickly and adaptively to a change in a user’s circumstance and make this change consistently throughout the service https://good.services/principle-13
14. Clearly explain why a decision has been made
When a decision is made within a service, it should be obvious to a user why this decision has been made and clearly communicated at the point at which it’s made https://good.services/principle-14
When a decision is made within a service, it should be obvious to a user why this decision has been made and clearly communicated at the point at which it’s made https://good.services/principle-14
15. Make it easy to get human assistance
A service should always provide an easy route for users to speak to a human if they need to https://good.services/principle-15
A service should always provide an easy route for users to speak to a human if they need to https://good.services/principle-15
