Three types of expectation
Universal expectations. These are the things about your service that are fundamental to what you’re delivering and are universal to almost all users because other similar services work in the same way.
Assumed expectations. When someone doesn’t know what to expect, then an assumption usually takes its place. These are usually assumptions that are easier or more convenient for the user.
Outlier expectations. These are the things that only some users might expect, based on a previous experience of a similar service elsewhere, and can very often be based on a better experience a user have had.
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An effective communicator and business analyst with an inquisitive mind, strong analytical, problem-solving, and decision-making skills
Services in the internet age are not only defined by the user who’s looking for them but composed of ‘small pieces loosely joined’
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