» Context helps to make a service good as opposed to simply existing
» By not consciously designing our services, we instead force our users to link actions together
» Outcomes for users are core user needs that a service helps them to meet
» A starting point can be to ask different teams what ‘good’ looks like to them
A service:
» is defined from an external end user’s point of view
» describes something someone would want to do, in their language
» has an outcome that relates to the organisation’s goals
» includes all the steps between the user and provider
» includes all the parts involved in delivering it
At some point in your product career, you’re going to piss someone off. It will be unavoidable. Hopefully it will not have been the result of, say, supergluing a pound coin to the desktop of your alpha sales guy. It might be a customer who’s annoyed with you, perhaps because of an otherwise well-intentioned change to your product. Is this a problem? Not yet. Let me explain why.
