The full question

“What's TOO much service? How do you know if you're spending too much time, money, resources, reputation, etc. on some service initiative, such as having a 100-day satisfaction guarantee?”

Summary of the video

• Too much service can be detrimental, overwhelming people and potentially making them dependent on the service.

• Offering too many interactions, offers, or gifts can lead to overwhelm and stop people from engaging further.

• If a service becomes too good, it can create dependency and hinder individuals from making positive changes themselves.

• To determine if there is too much service, ask for feedback, prioritize what is truly important to users, and consider removing features or elements that are not being utilized.

• Experiment by temporarily removing certain aspects of the service and observe if anyone complains, indicating its importance.

Video transcript

This transcript was generated using Descript. So it might contain some creative mistakes.

What's too much service? How do you know if you're spending too much time, money, resources, reputation, etc. on some service initiative, such as having a 100 day satisfaction guarantee? That's Jebra. And, can you have too much of a service? And the answer is, obviously, yes. As sad as it is for me, yes, there can be too much service.

And it can hurt. There can, if you offer too many interactions, too many offers, too many gifts, et cetera, it can overwhelm people, and that's something that I'm a bit guilty of because I'm very passionate about service design. So when you go on the Swiss Innovation Academy website, there is so much content and sometimes people get lost.

So I'm trying to make it easier for people to not get overwhelmed by my passion. But it can be a disservice because then people feel overwhelmed and then when you're overwhelmed you just stop your interaction there. Another thing that can happen when you are offering a too good service can be that if it's a service about helping people you can make people dependent on you.

And then you might block them in their road. That can be very difficult, especially if it's a service that helps people to make a positive change. If they are so dependent on their service that they don't do the work themselves, then it can be a disservice. Yes, this is something that you can check out.

And to do that correctly, obviously, As always, ask the question, ask people how they feel ask people what's really important for them. What didn't they use? I think that's also something that is quite interesting. See what people don't use in your service and maybe that's stuff that you can remove.

And, try it. Remove it for a time, see if someone complains. If no one complains, it's that nobody had to use it.

A community question

This question was asked by a community member for the second Service Design webinar. You can rewatch the full webinar for free with all the show notes and slides.

✨ Made with assistance of AI.

The transcript of the video was made using Descript, and the summary was made by using Notion.ai and the automated transcript with the prompt: "Make a summary with bullet points"