Good Services

Your users may be first-time users, but they will come to your service with a set of assumptions, expectations and even superstitions that will need to be corrected, adjusted or reinforced, depending on their accuracy. The first step towards this will be to understand what expectations your users have in the first place. This will mean doing user research to find out. Once you know and understand the expectations, there will be some that you need to actively contradict, and those you need to design into your service. Only you can know what these are, but as a general rule of thumb try to consider what expectations are good for your users, your company and society at large. If they aren’t, they will need to be something you proactively change.