State the bargain
People deserve to know what the service asks of them, what it gives back and how it makes money.
Principles
Principles are constraints,
not decoration.
These are the tests we use when a convenient feature, a growth target and a person’s interests point in different directions.
Decision rules
What must remain true
as we grow.
Reward the outcome
A metric is only valuable when improving it also improves the reason someone came.
Design for the difficult moment
Boundaries, escalation and recovery must work under pressure, not only in an ideal journey.
Preserve agency
Defaults may guide a decision; they should not conceal, manufacture or quietly replace it.
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