Intuitive services prioritise user-friendliness, aiming to provide a seamless and effortless journey. They are designed to be easily understood and used without extensive explanation or training. These services naturally align with users’ needs and workflows, allowing them to navigate and interact effortlessly. User-centred design is vital in creating intuitive services, as it involves deeply understanding users’ perspectives, behaviours, and preferences. This understanding, combined with a strong focus on user experience (UX) design, ensures that the services meet users’ expectations. Intuitive services often enable self-service, empowering users to fulfil their needs independently.

 

An intuitive service leveraging an application allows customers to navigate intuitively, and effectively use it without relying on manuals, extensive training, or the help of anyone. Information is easily and quickly accessible, and the whole experience is very straightforward.

Can be completed in the first attempt by 95% of the people.

Prioritises customer-friendliness, and a seamless, effortless experience.

Aligns with customer’ needs and workflow.

Strong focus on UX design and prioritising customer understanding.

EXAMPLE

A driver seeking to settle a traffic fine interacts with the service without any additional support. The payment is made seamlessly through his digital wallet.