Good Services

Good Services

How to Design Services that Work

Lou Downe

However small that decision might seem to you, it has the potential to change how much your user trusts you. It’s how that decision is made, not that decision itself, which leads your user to either trust or not trust you. Transparency of decision-making shows how a decision will affect a user in advance, and gives them the ability to take control of their situation, change their circumstances, go elsewhere or challenge your decision. For staff too, transparency means that they can override and challenge a decision, but only if they know how it works.
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