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