2. How Can You Make People Less Frustrated?

2. How Can You Make People Less Frustrated?
Introduction
📌 2.1 Error Management
Principle 007 - Don’t Solve Every Problem You Are Asked to Solve
2 mins
Principle 008 - Do the Penis Test and Think About What Could Go Wrong
1 min
Principle 009 - Let Users Undo Their Mistakes
2 mins
Principle 010 - Explain Why This Error Just Happened
2 mins
Principle 011 - Suggest Something After the Error
6 mins
Principle 012 - Stop Giving Coupons When You Failed
2 mins
Recommended Article: On Writing Interfaces Well
Homework: How can you better handle errors?
Bonus Homework: Mystery Shopping and Error Management
📌 2.2 Waiting
Principle 013 - Just Tell Me How Much Time I Have to Wait
2 mins
Principle 014 - Let Me Imagine the Waiting Time
2 mins
Principle 015 - The Length of the Line Is as Important as the Waiting Time
1 min
Principle 016 - After an 8-Minute Wait, People Will Abandon
2 mins
Principle 017 - Tell Me as Soon as Possible That You Can’t Do Anything for Me
2 mins
Principle 018 - Phone Chargers Help People Wait in Peace
2 mins
Principle 019 - It’s Torture to Forbid People from Using Their Smartphone
2 mins
Principle 020 - Stupid Aquariums Make People Forget Time
2 mins
Homework: How can you make the waiting time suck less?
📌 2.3 Pricing
Principle 021 - The Problem Is Not the Interface, It’s the Pricing
2 mins
Principle 022 - Show Me Your Damn Pricing
2 mins
Principle 023 - The Price Changes the Quality Without Any Other Change
1 min
Homework: How can you simplify your pricing?
📌 2.4 Impersonal services
Principle 024 - Just Remember Me
2 mins
Principle 025 - Ask Unnecessary Emotional Information
2 mins
Principle 026 - Making It Personal Is Different for Every Culture
2 mins
Principle 027 - Don’t Force Me to Call You
2 mins
Principle 028 - Don’t Create Groups of More Than 150 People
2 mins
Homework: How can you make your service more personal?
📌 2.5 Technology
Principle 029 - Tools Are Not the Problem but the Symptom
2 mins
Principle 030 - Making It Digital Won’t Make It Smarter
2 mins
Principle 031 - Scheduled Automation Is Stupid
2 mins
Principle 032 - A Bot Won’t Help Shape Your Culture
2 mins
Principle 033 - I Prefer Bots over Fake Humans
2 mins
Principle 034 - Let Me Speak with a Human
3 mins
Principle 035 - Why Can’t I Answer This Email?
2 mins
Principle 036 - It’s Now Time to Websites That React to the Context
2 mins
Principle 037 - To Improve Your Service, Start by Paying Your Employees Well
2 mins
Homework: What should you do by hand?
📌 2.6 Workplace
Principle 038 - Make Your Employees Happy, They Will Be Better Service Providers
1 min
Principle 039 - Work Can Wait
2 mins
Principle 040 - Your Open Space Is like Hell
2 mins
Principle 041 - Mistakes Are Worthy Only If You Share Them
2 mins
Principle 042 - Employees Should Check Their Emails Less Often
2 mins
Principle 043 - Put Some Stupid Plants to Make Your Workplace Better
1 min
Principle 044 - You Need to Repeat a Behavior for 66 Days to Create a New Habit
2 mins
Recommended Book: Rework
Homework: What can you do to make your employees more happier?
📌 2.6 Naming
Principle 045 - Give Everything a Name
2 mins
Principle 046 - Stop Inventing Silly Names for Standard Stuff
2 mins
Principle 047 - Don’t Assume That I Know How to Spell Your Company Name
2 mins
Recommended Tool: Typo generator
Homework: How can you use naming for a better customer experience?
📌2.7 Other frustrations
Principle 048 - Your Opening Hours Don’t Make Any Sense
2 mins
Principle 049 - I Don’t Want to Schedule an Appointment When There Is Someone at the Counter
1 min
Principle 050 - Choose the Proper Sound to Alert Your Users
2 mins
Principle 051 - Always Look for the People Who Accompany Your Users
2 mins
Principle 052 - Help Me Remember My Room or Parking Number
2 mins
Principle 053 - Send Customers to Your Competitors
1 min
Principle 054 - Allow What Your Competitors Don’t
2 mins
Principle 055 - Frustrate Rude Customers
1 min
Homework: How can you fix the little frustrations of your service?
Quiz: Did the learnings stick?