15 Attributes of Good Services
April 5, 2020•176 words
I recently read Lou Downe's Good Services, How to Design Services That Work
While there's a lot of great detail and examples in the book, I simply want to share the 15 attribures that make a good service is a list. Just by reading through these one-by-one, you can take inventory of a service you manage, or are building, and see how it stacks up.
A good service:
- Is easy to find
- Clearly explains its purpose
- Sets the expectation a user has of it
- Enables a user to complete the outcome they set out to do
- Works in a way that's familiar
- Requires no prior knowledge to use
- Is agnostic to organizational structures
- As few steps as possible to complete
- Is consistent throughout
- Should have no dead ends
- Is usable be everyone, equally
- Encourages the right behaviors from users and staff
- Should respond to change quickly
- Clearly explains why a decision has been made
- Makes it easy to get human assistance