Prince Harry and Meghan Markle going to church at Sandringham on Christmas Day 2017. (Wikicommons)

Prince Harry and Meghan Markle going to church at Sandringham on Christmas Day 2017. (Wikicommons)

Our sudden interest in the show had little to do with the subject of the royal family. In fact, neither my wife, my adult daughter nor I could describe why we were all of a sudden fascinated by the conversation. Whatever it was, we found the show entertaining. Clearly, our experience exceeded any expectations, or we would have gone on with our work.

  1. Designers should avoid trying to exceed expectations because if the service exceeds the first time, it’s not likely to even satisfy users the second time. The reason: One of the ways service designers create satisfactory experiences is to design for consistency.
  2. If a designer has adequately set and communicated valid expectations, a service should result in satisfactory end-user experiences.
  3. Designers will not be able to achieve satisfactory experiences if there are unpleasant surprises, including problems with reliability or if a service fails to achieve an expected outcome.
  4. Some studies, including the Customer Rage Study, show most users (customers) don’t reveal whether they were satisfied or not from using a service. So, be sure to ask.
Circus performer on the ropes. Source: Pixabay.

Circus performer on the ropes. Source: Pixabay.

 

 

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