Sludge
Any process or administrative barrier that unnecessarily complicates transactions and creates friction, discouraging beneficial behaviors.
Any process or administrative barrier that unnecessarily complicates transactions and creates friction, discouraging beneficial behaviors.
A Service Level Agreement (SLA) is a formal contract between a service provider and a customer that defines the level of service expected.
The capability of a system to continue operating properly in the event of the failure of some of its components, ensuring that user experience is not significantly affected by errors or issues, similar to Postel's Law.
Principle of Least Astonishment (POLA) is a design guideline stating that interfaces should behave in a way that users expect to avoid confusion.
A strategic framework that designs user experiences to guide behavior and decisions towards desired outcomes.
Performance and Accountability Reporting (PAR) is a comprehensive document that outlines an organization's performance in achieving its goals and its accountability in managing resources.