service-check

name	service-check
description	Use to evaluate a service or feature against Downe's 15 principles of good services.

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
    • Default options are the safe/good ones

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

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]

Theory Citations

• Downe: Good Services (15 principles)