If You're Curious About These Questions...
You should listen to this audiobook
- Have you ever wondered why some services feel effortless to use while others seem intentionally designed to frustrate you?
- Did you know that most service failures have nothing to do with technology, but stem from a single fundamental misunderstanding of what a 'service' actually is?
- What's the secret to mastering the 15 universal principles that can transform a confusing process into a seamless user experience?
Listen to Good Services — Free Audiobook
Key Takeaways from Good Services
- Discover why the best services are intentionally designed around genuine user needs rather than internal organizational structures.
- Learn how to make your service easily findable by naming it as an actionable verb in the user's natural language instead of confusing internal jargon.
- Understand the hefty financial costs of poorly designed services and how prioritizing user experience can drastically reduce maintenance resources and boost loyalty.
- Master the four essential elements of service design—what it does, why it does it, how it works, and who it’s for—to establish a crystal-clear purpose.
- Find out how to effectively encode your service's core information directly into its name, description, and interface so users instantly know what to expect.
Learning Tools
Reinforce what you learned from Good Services
Mind Map
Quiz — Test Your Understanding
Good Services — Full Chapter Overview
Chapter 1: Recommendation
Chapter 2: So, what is a service?
Chapter 3: A good service is simple to find
Chapter 4: A good service has a clear aim
Chapter 5: A good service lets the user reach their goal
Chapter 6: A good service uses as few steps as possible
Chapter 7: A good service contains no dead ends
Good Services Summary & Overview
Good Services (2019) defines what makes a service truly effective and provides essential principles for designing services that work well for users. It demystifies the difference between good and bad services, and analyzes the common elements that determine whether services succeed or fail to meet user needs. Suitable for both practitioners and non-practitioners, it serves as the definitive new resource for anyone interested in better service delivery.
Who Should Listen to Good Services?
- Business leaders
- UX designers
- Product managers
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