Service Check

Service Check Skill

Evaluate against Lou Downe's 15 principles.

Checklist

For each principle, assess: Pass / Partial / Fail / N/A

1. Easy to find: Can users find this service without knowing its name?

   • Discoverable through natural search terms
   • Linked from logical starting points

2. Clearly explains its purpose: Is it immediately clear what this does?

   • Purpose statement visible without scrolling
   • Target audience identifiable

3. Sets expectations: Do users know what will happen?

   • Timeline/process visible upfront
   • Requirements stated before starting

4. Enables completion: Can users finish what they came to do?

   • End-to-end journey works
   • No organizational barriers blocking completion

5. Familiar: Does it work the way users expect?

   • Uses conventions users know
   • No surprising behavior

6. No prior knowledge needed: Can a new user succeed?

   • No jargon or acronyms without explanation
   • No assumed context

7. Agnostic of org structures: Are internal boundaries invisible?

   • Users don't need to know which department handles what
   • No internal handoffs visible to users

8. Minimum steps: Is every step necessary?

   • No redundant data entry
   • No unnecessary confirmation steps

9. Consistent: Is language/design uniform throughout?

   • Same terms used for same concepts
   • Visual patterns consistent

10. No dead ends: Is there always a next step?

    • Error states have recovery paths
    • Edge cases have guidance

11. Usable by everyone: Is it accessible and inclusive?

    • WCAG 2.1 AA compliant
    • Works across devices and assistive technologies

12. Encourages right behaviors: Does design nudge good outcomes?

    • No dark patterns (confirmshaming, hidden costs, forced continuity, misdirection, roach motel, trick questions, bait-and-switch)
    • Default options are the safe/good ones
    • Behavioral science used to HELP users, not exploit them (Shotton: ethical application)
    • If dark patterns detected: flag "Dark Pattern Marketing" anti-pattern (see anti-patterns.md)

13. Responds to change: Can it adapt?

    • Handles edge cases gracefully
    • Can be updated without full rebuild

14. Explains decisions: Are automated decisions transparent?

    • Rejection reasons are clear
    • Algorithm outputs are explainable

15. Easy to get human help: Can users reach a person?

    • Help/support clearly accessible
    • Escalation path exists

When to Run

• L3 Define (solution design): Run a lightweight check focusing on principles 1-4, 8, 10, 11. These inform the Four Risks viability dimension — a solution that violates core service principles has viability risk. Feed results into /ice-score.
• L4 Develop→Deliver: Run the full 15-principle check. Required REVIEW gate (G-V2).
• L4 Deliver→Complete: Final validation. Required REVIEW gate.

Running at L3 catches service design issues BEFORE delivery, not after. A solution that can't meet "enable completion" (P4) or "no dead ends" (P10) has a design problem, not just a quality problem.

Output

## Service Check: [Service Name]
| # | Principle | Status | Notes |
|---|-----------|--------|-------|
| 1 | Easy to find | Pass/Partial/Fail | ... |
...
| 15 | Human help | Pass/Partial/Fail | ... |

Score: [X/15 Pass, Y/15 Partial, Z/15 Fail]
Priority fixes: [top 3 items to address]

Decision Log (MANDATORY per G-P4)

APPEND a ### Service Check entry to harness/decision-log.md with: principles assessed, scores, priority fixes, overall service quality rating.

Theory Citations

• Downe: Good Services (15 principles)