At the Bad Services Corporation we have 15 principles of Bad Service Design.
Principle #5: Works in a way that is extremely unfamiliar
If you want to implement this principle, make sure your service works in a way that no user has ever seen before
They shouldn’t recognise the flow or steps of how it works
It should have no consistent patterns seen in other services like how payment usually works, or providing information, or applying for something
The service might be very randomised on delivering outcomes
It will ask users to take time to use the service and figure out how it works
You will provide no support or learning materials on how the service has changed from what your service user previously understood
Use customs or patterns that you know confuse users and make it hard to use your service
Our recommended spinner service pattern for booking appointments
Of course, the Bad Services Corporation is a spoof company built by the School of Good Services. You really should make your services easy to find. But we found leaning into some satire a good way to expose the patterns of Bad Services.