#3 Good service design
One about how to read better
Last week & the weekend flew by. I’m running behind my schedule now. I planned to send this mail every Monday morning. So, it’s a miss this week. My apologies.
Sharing this week’s curation of ideas & tools. Would love to hear your feedback to improve this newsletter. If you don’t want to receive this, do send a note. Unsubscribe link is still WIP, you see. :)
1.
I re-started reading in the last 1 year. It has been fun and challenging at the same time. I’ve got a collection of books that are unread, half-read and waiting to be re-read. And then there are blogs & newsletter marked in similar tags.
Farnam Street (fs.blog) shares some useful inputs on reading in this post. The observations are real, I must vouch for it. I’ve been able to borrow some recommendations; others (like writing in the book) will take a lot more time to get used to. Give it a good read, and a re-read.
2.
Great customer experiences are simple. They need the least effort from the user and work in a way that is familiar. Delight is when there is less learning to do and more experiencing it. This article describes 15 Principles of Good Service Design in simple jargonless words. If you have gone through the customer experience design discussion, you will relate to many of the rules mentioned in this article. We arrived at our version based on the first principle (and first-person) thinking. This is the true testimonial to our customer experience thought process.
3.
Baker’s dozen: I have heard of the baker’s dozen in reference as a proactive compensation against any misses on the size of the product delivered. But this article below gives a different view of the same situation in a delightful view.
We have defined & used TOA to be both recovery (as in Token of Apology) and delight (as in Token of Appreciation). So we’ve our own baker’s dozen in TOA. :)
4.
Some random goodness from the internet:
Twitter thread: Customer complaint leading to some amazing discovery by figma team,
Twitter: A lot goes behind the scene. See some of the most remarkable camerawork efforts with Praise the Camera Man
Instagram: Finding crazy, funny pages from Wikipedia with depthsofwikipedia
Newsletter: Heartcore consumer insights for some great curation on consumer startups
That's it, folks!