Good Services

Inconsistent language between different organisations or parts of an organisation might seem like a minor issue, but when it comes to asking users to reference certain documents or artefacts that they might need to continue a process, not sharing the same definitions between parts of your service can be hugely disorientating. Take a look at all of the nouns in your service–documents, processes, activities or things that a user needs to do–and look at how they’re referred to in different areas of your service. Create a taxonomy of the things a user might need to refer to and make sure that these are the same in all areas of your service.