Which guiding principle encourages understanding user expectations and experiences?

The guiding principle that encourages understanding user expectations and experiences is "Focus on Value." This principle emphasizes the importance of delivering value to stakeholders and ensuring that services align with their needs and expectations. By centering on value, organizations are prompted to actively seek out and understand what is important to the users, which includes their expectations and past experiences with services.

Understanding user experiences is fundamental for tailoring services that genuinely meet their needs and for fostering a positive relationship between the service provider and its users. This principle helps organizations recognize that value is not solely defined by the service provider but is largely determined by the users' perspective.

While the other principles also play important roles in service management, they have different focal points. For example, "Progress Iteratively with feedback" primarily addresses the importance of learning and adjusting through continual feedback loops, which can help refine services but does not specifically target understanding user experience as the core focus. In contrast, "Keep it simple and practical" emphasizes minimizing complexity to enhance usability and efficiency, while "Collaborate and promote visibility" centers on teamwork and transparency in processes, but again do not directly encapsulate the essence of understanding user expectations and experiences as a priority.