Читать книгу Good Services - Lou Downe - Страница 4
ОглавлениеThe 15 principles of good service design
Be easy to find
Clearly explain its purpose
Set a user’s expectations of the service
Enable each user to complete the outcome they set out to do
Work in a way that is familiar
Require no prior knowledge to use
Be agnostic of organisational structures
Require the minimum possible steps to complete
Be consistent throughout
Have no dead ends
Be usable by everyone, equally
Encourage the right behaviours from users and service providers
Quickly respond to change
Clearly explain why a decision has been made
Make it easy to get human assistance
