Description
Daniele Catalanotto and Guy Martin discuss principle number five from the Service Design Principles 1-100 book, written by Daniele.
00:00 Open00:06 Welcome00:53 Don’t Blame the Customer03:40 An explicit example06:40 Outro
Naming
2024-07-0332:32
Workplace
2024-06-0101:08:23
Technology
2024-04-1952:52
Impersonal Service
2024-04-0335:22
Pricing
2024-02-0735:26
Introducing Service Design Principles 301-400
2024-01-2508:41
Waiting...
2024-01-1641:41
Program Note – A Change of Format
2023-12-2202:28
SDP-012. Stop Giving Coupons When You Failed
2023-12-2209:40
SDP-011. Suggest Something After the Error
2023-12-1908:24
SDP-010. Explain Why This Error Just Happened
2023-12-1510:38
SDP-009. Let Users Undo Their Mistakes
2023-12-1208:15
SDP-008. Do the Penis Test and Think About What Could Go Wrong
2023-12-0807:39
SDP-007. Don't Solve Every Problem You Are Asked to Solve
2023-12-0506:56
SDP-006. It's Your F-ing Job to Know What I Should Buy
2023-12-0110:31
SDP-005. Every Customer Mistake, Is Your Mistake
2023-11-2807:02
SDP-004. Always Think About What Happens Before and After Your Service
2023-11-2408:31
SDP-003. Make It Easy For Customers to Come Back
2023-11-2109:31
SDP-002. Selling is Not The End, It's The Start
2023-11-1705:25
SDP-001. The First Draft of Anything Is Shit
2023-11-1408:49
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SDP-005. Every Customer Mistake, Is Your Mistake
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