» Context helps to make a service good as opposed to simply existing

» By not consciously designing our services, we instead force our users to link actions together

» Outcomes for users are core user needs that a service helps them to meet

» A starting point can be to ask different teams what ‘good’ looks like to them

» Hierarchy in organisations appeals to our innate need for stability, but turns us into ego-driven and needy children

» Nature abhors a hierarchy. What if there was a viable alternative way to organise ourselves?

» Valve Corporation shows new employees how an organisation can operate without hierarchy