101 Design Ingredients to Solve Big Tech Problems

Ingredient 72.

Be Good

It takes only one bad experience for people to lose all faith.

“Always do right—this will gratify some and astonish the rest.” —Mark Twain, author and humorist

The Problem

A bad experience lasts much longer than a good one, making it very hard to regain customer trust when companies do something wrong.

The Solution

Give customers more reasons to feel good about using your products.

• Get the basics right. Understand customer expectations and apply best practices to functionality that should work as a given. This will persuade customers that you know what you are doing and make them more comfortable engaging in more-complex requirements ...