Recommended Book: Nudge
Course: 100 Service Design Principles
Stop struggling to get those pissed customers and users to love you! Learn 100 simple principles that you can apply today to enhance your customer experience.
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Table of contents
Introduction
Introduction
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Foreword
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About this course
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How to schedule your personal 25-minute coaching session
1. What Are the Basics of Service Design?
1. What Are the Basics of Service Design?
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Introduction
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Principle 001- The First Draft of Anything Is Shit
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Principle 002 - Selling Is Not the End, It’s the Start
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Principle 003 - Make It Easy for Customers to Come Back
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Principle 004 - Always Think About What Happens Before and After Your Service
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Principle 005 - Every Customer Mistake Is Your Mistake
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Principle 006 - It’s Your Fucking Job to Know What I Should Buy
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Homework: What basic element are you missing?
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Homework introduction
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Quiz: Did the learnings stick?
2. How Can You Make People Less Frustrated?
2. How Can You Make People Less Frustrated?
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Introduction
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📌 2.1 Error Management
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Principle 007 - Don’t Solve Every Problem You Are Asked to Solve
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Principle 008 - Do the Penis Test and Think About What Could Go Wrong
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Principle 009 - Let Users Undo Their Mistakes
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Principle 010 - Explain Why This Error Just Happened
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Principle 011 - Suggest Something After the Error
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Principle 012 - Stop Giving Coupons When You Failed
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Recommended Article: On Writing Interfaces Well
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Homework: How can you better handle errors?
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Bonus Homework: Mystery Shopping and Error Management
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📌 2.2 Waiting
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Principle 013 - Just Tell Me How Much Time I Have to Wait
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Principle 014 - Let Me Imagine the Waiting Time
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Principle 015 - The Length of the Line Is as Important as the Waiting Time
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Principle 016 - After an 8-Minute Wait, People Will Abandon
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Principle 017 - Tell Me as Soon as Possible That You Can’t Do Anything for Me
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Principle 018 - Phone Chargers Help People Wait in Peace
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Principle 019 - It’s Torture to Forbid People from Using Their Smartphone
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Principle 020 - Stupid Aquariums Make People Forget Time
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Homework: How can you make the waiting time suck less?
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📌 2.3 Pricing
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Principle 021 - The Problem Is Not the Interface, It’s the Pricing
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Principle 022 - Show Me Your Damn Pricing
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Principle 023 - The Price Changes the Quality Without Any Other Change
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Homework: How can you simplify your pricing?
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📌 2.4 Impersonal services
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Principle 024 - Just Remember Me
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Principle 025 - Ask Unnecessary Emotional Information
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Principle 026 - Making It Personal Is Different for Every Culture
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Principle 027 - Don’t Force Me to Call You
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Principle 028 - Don’t Create Groups of More Than 150 People
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Homework: How can you make your service more personal?
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📌 2.5 Technology
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Principle 029 - Tools Are Not the Problem but the Symptom
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Principle 030 - Making It Digital Won’t Make It Smarter
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Principle 031 - Scheduled Automation Is Stupid
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Principle 032 - A Bot Won’t Help Shape Your Culture
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Principle 033 - I Prefer Bots over Fake Humans
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Principle 034 - Let Me Speak with a Human
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Principle 035 - Why Can’t I Answer This Email?
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Principle 036 - It’s Now Time to Websites That React to the Context
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Principle 037 - To Improve Your Service, Start by Paying Your Employees Well
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Homework: What should you do by hand?
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📌 2.6 Workplace
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Principle 038 - Make Your Employees Happy, They Will Be Better Service Providers
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Principle 039 - Work Can Wait
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Principle 040 - Your Open Space Is like Hell
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Principle 041 - Mistakes Are Worthy Only If You Share Them
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Principle 042 - Employees Should Check Their Emails Less Often
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Principle 043 - Put Some Stupid Plants to Make Your Workplace Better
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Principle 044 - You Need to Repeat a Behavior for 66 Days to Create a New Habit
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Recommended Book: Rework
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Homework: What can you do to make your employees more happier?
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📌 2.6 Naming
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Principle 045 - Give Everything a Name
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Principle 046 - Stop Inventing Silly Names for Standard Stuff
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Principle 047 - Don’t Assume That I Know How to Spell Your Company Name
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Recommended Tool: Typo generator
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Homework: How can you use naming for a better customer experience?
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📌2.7 Other frustrations
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Principle 048 - Your Opening Hours Don’t Make Any Sense
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Principle 049 - I Don’t Want to Schedule an Appointment When There Is Someone at the Counter
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Principle 050 - Choose the Proper Sound to Alert Your Users
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Principle 051 - Always Look for the People Who Accompany Your Users
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Principle 052 - Help Me Remember My Room or Parking Number
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Principle 053 - Send Customers to Your Competitors
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Principle 054 - Allow What Your Competitors Don’t
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Principle 055 - Frustrate Rude Customers
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Homework: How can you fix the little frustrations of your service?
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Quiz: Did the learnings stick?
3. How to Find out If You Make People Feel like Shit?
3. How to Find out If You Make People Feel like Shit?
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Introduction
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Principle 056 - Eat Your Own Shit
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Principle 057 - Use the Honestly, Would You Do That? Test
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Principle 058 - Be Ready to Get Slapped by Your Customers If You Ask Them Feedback
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Principle 059 - Great Ideas from Yesterday Might Suck Today
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Principle 060 - Test Your Service with Extreme Users Who Will Break Everything
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Principle 061 - Don’t Ask Observe Behaviors
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Principle 062 - Don’t Ask for Feedback, Hunt for Feedback
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Principle 063 - Do Not Send Surveys to a Small Team
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Recommended Tutorial: How to use Advanced Search on Twitter
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Homework: How can you find out the frustrations of your customers?
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Quiz: Did the learnings stick?
4. How to Do Service Design Without a Budget for It?
4. How to Do Service Design Without a Budget for It?
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Introduction
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📌4.1 Big problems don't need big solutions
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Principle 064 - Adding More Resources Won’t Always Solve the Problem
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Principle 065 Forget Complex Technology, Just Use Some Stupid Paper
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Principle 066 - Save 2 Million with a Simple Checklist
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Principle 067 - Pets Can Help with Depression and Health
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Principle 068 - Reduce Cleaning Costs by Putting a Fly Sticker in the Urinal
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Principle 069 - Beauty Reduces Pain
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Principle 070 A Good Sticker Can Reduce Thefts by 62%
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Principle 071 - Candies Make People Smarter
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Recommended Article: Spring Cleaning Workshop
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Homework: What are the tiny solutions to the big problems of your service?
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📌4.2 Be lazy and don't reinvent the wheel
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Principle 072 - Keep It Simple Stupid
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Principle 073 - When You Add This, Remove That
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Principle 074 - It’s Okay If Your Website Looks like Every Other Website
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Principle 075 - Don’t Build Custom Software for Your Business
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Principle 076 - Let Employees Use Their Own Apps
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Principle 077 - Print in Black and White
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Homework: In what aspects of your service could you be lazy?
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📌 4.3 Don't solve the problem, fix the perception
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Principle 078 - People Don’t Know That You Are Doing a Great Job
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Principle 079 - You Will Be Seen as a Better Service If You Do Only One Thing
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Principle 080 - Good Design Helps You Sell Things for Twice the Usual Price
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Principle 081 - One Wow Effect Is Enough
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Principle 082 - Do Small Updates and Sell Revolutions
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Principle 083 - A Swimsuit Can Make Your Event Different
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Recommended Video: Perspective is Everything
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Homework: For which problems should you work on the perception?
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Quiz: Did the learnings stick?
5. How to Use Psychology to Improve Your Service?
5. How to Use Psychology to Improve Your Service?
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Introduction
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📌 5.1 How to build trust
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Principle 084 - You Are a Liar, so Let Me Ask Other Customers
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Principle 085 - You Need 10 Reviews to Build Trust
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Principle 086 - Sharing Your Bias Builds Trust
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Principle 087 - Use the IKEA Effect to Make Your Users Proud
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Homework: How can you create more trust in your service?
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📌5.2 How to help people change behavior
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Principle 088 - Offer Less Choices to Improve Customer Experience
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Principle 089 - 90% of Your Website Content Is Useless
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Principle 090 - Focus on Smaller Short-Term Goals
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Principle 091 - To Get People to Act, Show the Losses Instead of the Wins
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Principle 092 - Reduce Missed Appointments with a Simple Stupid Sentence
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Principle 093 - Ask People to Name When and Where They Will Perform a New Habit
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Principle 094 - Don’t Motivate People with Money
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Principle 095 - 95% of People Stick to the Default Option
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Homework: How can you help your customer change their behavior?
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📌5.3 How to use rythme to create better services?
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Principle 096 - Under Promise, over Deliver
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Principle 097 - Start with the Boring Stuff Then Excite Me Little by Little
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Principle 098 - Always End a Service with a High Peak
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Principle 099 - Uncertainty Makes Users Safer
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Principle 100 - Friction Can Help People to Be Less Stupid
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Recommended Book: Nudge
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Homework: How can you create a better rhythm in your service?
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Quiz: Did the learnings stick?
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