Course: 100 Service Design Principles
Buy now
Learn more
Introduction
Foreword
About this course
How to schedule your coaching session
Week 1: What Are the Basics of Service Design?
Introduction
Principle 001- The First Draft of Any...
Principle 002 - Selling Is Not the En...
Principle 003 - Make It Easy for Cust...
Principle 004 - Always Think About Wh...
Principle 005 - Every Customer Mistak...
Principle 006 - It’s Your Fucking Job...
Homework: What basic element are you ...
Homework introduction
Quiz: Did the learnings stick?
Week 2: How Can You Make People Less Frustrated?
Introduction
📌 2.1 Error Management
Principle 007 - Don’t Solve Every Pro...
Principle 008 - Do the Penis Test and...
Principle 009 - Let Users Undo Their ...
Principle 010 - Explain Why This Erro...
Principle 011 - Suggest Something Aft...
Principle 012 - Stop Giving Coupons W...
Recommended Article: On Writing Inter...
Homework: How can you better handle e...
Bonus Homework: Mystery Shopping and ...
📌 2.2 Waiting
Principle 013 - Just Tell Me How Much...
Principle 014 - Let Me Imagine the Wa...
Principle 015 - The Length of the Lin...
Principle 016 - After an 8-Minute Wai...
Principle 017 - Tell Me as Soon as Po...
Principle 018 - Phone Chargers Help P...
Principle 019 - It’s Torture to Forbi...
Principle 020 - Stupid Aquariums Make...
Homework: How can you make the waitin...
📌 2.3 Pricing
Principle 021 - The Problem Is Not th...
Principle 022 - Show Me Your Damn Pri...
Principle 023 - The Price Changes the...
Homework: How can you simplify your p...
📌 2.4 Impersonal services
Principle 024 - Just Remember Me
Principle 025 - Ask Unnecessary Emoti...
Principle 026 - Making It Personal Is...
Principle 027 - Don’t Force Me to Cal...
Principle 028 - Don’t Create Groups o...
Homework: How can you make your servi...
📌 2.5 Technology
Principle 029 - Tools Are Not the Pro...
Principle 030 - Making It Digital Won...
Principle 031 - Scheduled Automation ...
Principle 032 - A Bot Won’t Help Shap...
Principle 033 - I Prefer Bots over Fa...
Principle 034 - Let Me Speak with a H...
Principle 035 - Why Can’t I Answer Th...
Principle 036 - It’s Now Time to Webs...
Principle 037 - To Improve Your Servi...
Homework: What should you do by hand?
📌 2.6 Workplace
Principle 038 - Make Your Employees H...
Principle 039 - Work Can Wait
Principle 040 - Your Open Space Is li...
Principle 041 - Mistakes Are Worthy O...
Principle 042 - Employees Should Chec...
Principle 043 - Put Some Stupid Plant...
Principle 044 - You Need to Repeat a ...
Recommended Book: Rework
Homework: What can you do to make you...
📌 2.6 Naming
Principle 045 - Give Everything a Name
Principle 046 - Stop Inventing Silly ...
Principle 047 - Don’t Assume That I K...
Recommended Tool: Typo generator
Homework: How can you use naming for ...
📌2.7 Other frustrations
Principle 048 - Your Opening Hours Do...
Principle 049 - I Don’t Want to Sched...
Principle 050 - Choose the Proper Sou...
Principle 051 - Always Look for the P...
Principle 052 - Help Me Remember My R...
Principle 053 - Send Customers to You...
Principle 054 - Allow What Your Compe...
Principle 055 - Frustrate Rude Customers
Homework: How can you fix the little ...
Quiz: Did the learnings stick?
3. How to Find out If You Make People Feel like Shit?
Introduction
Principle 056 - Eat Your Own Shit
Principle 057 - Use the Honestly, Wou...
Principle 058 - Be Ready to Get Slapp...
Principle 059 - Great Ideas from Yest...
Principle 060 - Test Your Service wit...
Principle 061 - Don’t Ask Observe Beh...
Principle 062 - Don’t Ask for Feedbac...
Principle 063 - Do Not Send Surveys t...
Recommended Tutorial: How to use Adva...
Homework: How can you find out the fr...
Quiz: Did the learnings stick?
4. How to Do Service Design Without a Budget for It?
Introduction
📌4.1 Big problems don't need big solu...
Principle 064 - Adding More Resources...
Principle 065 Forget Complex Technol...
Principle 066 - Save 2 Million with a...
Principle 067 - Pets Can Help with De...
Principle 068 - Reduce Cleaning Costs...
Principle 069 - Beauty Reduces Pain
Principle 070 A Good Sticker Can Red...
Principle 071 - Candies Make People S...
Recommended Article: Spring Cleaning ...
Homework: What are the tiny solutions...
📌4.2 Be lazy and don't reinvent the w...
Principle 072 - Keep It Simple Stupid
Principle 073 - When You Add This, Re...
Principle 074 - It’s Okay If Your Web...
Principle 075 - Don’t Build Custom So...
Principle 076 - Let Employees Use The...
Principle 077 - Print in Black and White
Homework: In what aspects of your ser...
📌 4.3 Don't solve the problem, fix th...
Principle 078 - People Don’t Know Tha...
Principle 079 - You Will Be Seen as a...
Principle 080 - Good Design Helps You...
Principle 081 - One Wow Effect Is Enough
Principle 082 - Do Small Updates and ...
Principle 083 - A Swimsuit Can Make Y...
Recommended Video: Perspective is Eve...
Homework: For which problems should y...
Quiz: Did the learnings stick?
5. How to Use Psychology to Improve Your Service?
Introduction
📌 5.1 How to build trust
Principle 084 - You Are a Liar, so Le...
Principle 085 - You Need 10 Reviews t...
Principle 086 - Sharing Your Bias Bui...
Principle 087 - Use the IKEA Effect t...
Homework: How can you create more tru...
📌5.2 How to help people change behavior
Principle 088 - Offer Less Choices to...
Principle 089 - 90% of Your Website C...
Principle 090 - Focus on Smaller Shor...
Principle 091 - To Get People to Act,...
Principle 092 - Reduce Missed Appoint...
Principle 093 - Ask People to Name Wh...
Principle 094 - Don’t Motivate People...
Principle 095 - 95% of People Stick t...
Homework: How can you help your custo...
📌5.3 How to use rythme to create bett...
Principle 096 - Under Promise, over D...
Principle 097 - Start with the Boring...
Principle 098 - Always End a Service ...
Principle 099 - Uncertainty Makes Use...
Principle 100 - Friction Can Help Peo...
Recommended Book: Nudge
Homework: How can you create a better...
Quiz: Did the learnings stick?
Going further
Final homework
Five Resources To Go Further
Thank you
Products
Course
Section
Lesson
Principle 009 - Let Users Undo Their Mistakes
Principle 009 - Let Users Undo Their Mistakes
Course: 100 Service Design Principles
Buy now
Learn more
Introduction
Foreword
About this course
How to schedule your coaching session
Week 1: What Are the Basics of Service Design?
Introduction
Principle 001- The First Draft of Any...
Principle 002 - Selling Is Not the En...
Principle 003 - Make It Easy for Cust...
Principle 004 - Always Think About Wh...
Principle 005 - Every Customer Mistak...
Principle 006 - It’s Your Fucking Job...
Homework: What basic element are you ...
Homework introduction
Quiz: Did the learnings stick?
Week 2: How Can You Make People Less Frustrated?
Introduction
📌 2.1 Error Management
Principle 007 - Don’t Solve Every Pro...
Principle 008 - Do the Penis Test and...
Principle 009 - Let Users Undo Their ...
Principle 010 - Explain Why This Erro...
Principle 011 - Suggest Something Aft...
Principle 012 - Stop Giving Coupons W...
Recommended Article: On Writing Inter...
Homework: How can you better handle e...
Bonus Homework: Mystery Shopping and ...
📌 2.2 Waiting
Principle 013 - Just Tell Me How Much...
Principle 014 - Let Me Imagine the Wa...
Principle 015 - The Length of the Lin...
Principle 016 - After an 8-Minute Wai...
Principle 017 - Tell Me as Soon as Po...
Principle 018 - Phone Chargers Help P...
Principle 019 - It’s Torture to Forbi...
Principle 020 - Stupid Aquariums Make...
Homework: How can you make the waitin...
📌 2.3 Pricing
Principle 021 - The Problem Is Not th...
Principle 022 - Show Me Your Damn Pri...
Principle 023 - The Price Changes the...
Homework: How can you simplify your p...
📌 2.4 Impersonal services
Principle 024 - Just Remember Me
Principle 025 - Ask Unnecessary Emoti...
Principle 026 - Making It Personal Is...
Principle 027 - Don’t Force Me to Cal...
Principle 028 - Don’t Create Groups o...
Homework: How can you make your servi...
📌 2.5 Technology
Principle 029 - Tools Are Not the Pro...
Principle 030 - Making It Digital Won...
Principle 031 - Scheduled Automation ...
Principle 032 - A Bot Won’t Help Shap...
Principle 033 - I Prefer Bots over Fa...
Principle 034 - Let Me Speak with a H...
Principle 035 - Why Can’t I Answer Th...
Principle 036 - It’s Now Time to Webs...
Principle 037 - To Improve Your Servi...
Homework: What should you do by hand?
📌 2.6 Workplace
Principle 038 - Make Your Employees H...
Principle 039 - Work Can Wait
Principle 040 - Your Open Space Is li...
Principle 041 - Mistakes Are Worthy O...
Principle 042 - Employees Should Chec...
Principle 043 - Put Some Stupid Plant...
Principle 044 - You Need to Repeat a ...
Recommended Book: Rework
Homework: What can you do to make you...
📌 2.6 Naming
Principle 045 - Give Everything a Name
Principle 046 - Stop Inventing Silly ...
Principle 047 - Don’t Assume That I K...
Recommended Tool: Typo generator
Homework: How can you use naming for ...
📌2.7 Other frustrations
Principle 048 - Your Opening Hours Do...
Principle 049 - I Don’t Want to Sched...
Principle 050 - Choose the Proper Sou...
Principle 051 - Always Look for the P...
Principle 052 - Help Me Remember My R...
Principle 053 - Send Customers to You...
Principle 054 - Allow What Your Compe...
Principle 055 - Frustrate Rude Customers
Homework: How can you fix the little ...
Quiz: Did the learnings stick?
3. How to Find out If You Make People Feel like Shit?
Introduction
Principle 056 - Eat Your Own Shit
Principle 057 - Use the Honestly, Wou...
Principle 058 - Be Ready to Get Slapp...
Principle 059 - Great Ideas from Yest...
Principle 060 - Test Your Service wit...
Principle 061 - Don’t Ask Observe Beh...
Principle 062 - Don’t Ask for Feedbac...
Principle 063 - Do Not Send Surveys t...
Recommended Tutorial: How to use Adva...
Homework: How can you find out the fr...
Quiz: Did the learnings stick?
4. How to Do Service Design Without a Budget for It?
Introduction
📌4.1 Big problems don't need big solu...
Principle 064 - Adding More Resources...
Principle 065 Forget Complex Technol...
Principle 066 - Save 2 Million with a...
Principle 067 - Pets Can Help with De...
Principle 068 - Reduce Cleaning Costs...
Principle 069 - Beauty Reduces Pain
Principle 070 A Good Sticker Can Red...
Principle 071 - Candies Make People S...
Recommended Article: Spring Cleaning ...
Homework: What are the tiny solutions...
📌4.2 Be lazy and don't reinvent the w...
Principle 072 - Keep It Simple Stupid
Principle 073 - When You Add This, Re...
Principle 074 - It’s Okay If Your Web...
Principle 075 - Don’t Build Custom So...
Principle 076 - Let Employees Use The...
Principle 077 - Print in Black and White
Homework: In what aspects of your ser...
📌 4.3 Don't solve the problem, fix th...
Principle 078 - People Don’t Know Tha...
Principle 079 - You Will Be Seen as a...
Principle 080 - Good Design Helps You...
Principle 081 - One Wow Effect Is Enough
Principle 082 - Do Small Updates and ...
Principle 083 - A Swimsuit Can Make Y...
Recommended Video: Perspective is Eve...
Homework: For which problems should y...
Quiz: Did the learnings stick?
5. How to Use Psychology to Improve Your Service?
Introduction
📌 5.1 How to build trust
Principle 084 - You Are a Liar, so Le...
Principle 085 - You Need 10 Reviews t...
Principle 086 - Sharing Your Bias Bui...
Principle 087 - Use the IKEA Effect t...
Homework: How can you create more tru...
📌5.2 How to help people change behavior
Principle 088 - Offer Less Choices to...
Principle 089 - 90% of Your Website C...
Principle 090 - Focus on Smaller Shor...
Principle 091 - To Get People to Act,...
Principle 092 - Reduce Missed Appoint...
Principle 093 - Ask People to Name Wh...
Principle 094 - Don’t Motivate People...
Principle 095 - 95% of People Stick t...
Homework: How can you help your custo...
📌5.3 How to use rythme to create bett...
Principle 096 - Under Promise, over D...
Principle 097 - Start with the Boring...
Principle 098 - Always End a Service ...
Principle 099 - Uncertainty Makes Use...
Principle 100 - Friction Can Help Peo...
Recommended Book: Nudge
Homework: How can you create a better...
Quiz: Did the learnings stick?
Going further
Final homework
Five Resources To Go Further
Thank you
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