Use to evaluate a service or feature against Downe's 15 principles of good services.
Evaluate against Lou Downe's 15 principles.
For each principle, assess: Pass / Partial / Fail / N/A
Easy to find: Can users find this service without knowing its name?
Clearly explains its purpose: Is it immediately clear what this does?
Sets expectations: Do users know what will happen?
Enables completion: Can users finish what they came to do?
Familiar: Does it work the way users expect?
No prior knowledge needed: Can a new user succeed?
Agnostic of org structures: Are internal boundaries invisible?
Minimum steps: Is every step necessary?
Consistent: Is language/design uniform throughout?
No dead ends: Is there always a next step?
Usable by everyone: Is it accessible and inclusive?
Encourages right behaviors: Does design nudge good outcomes?
Responds to change: Can it adapt?
Explains decisions: Are automated decisions transparent?
Easy to get human help: Can users reach a person?
## 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]