The Invisibility Standard
The principle that well-designed operations require as little of the customer's attention as possible.
Elevation Ops principle
Some operations are meant to be visible — a white-glove unboxing, a personal note. The standard isn't invisibility everywhere; it's that customers should never have to manage your operations themselves.
Related terms
The Remembering Tax
The hidden, compounding cost a business pays when keeping a promise depends on a person remembering to act instead of a system ensuring it happens.
The Handoff GapThe point where information, ownership, or context is lost as work moves between people, teams, or systems.
The Confidence WindowThe period right after a purchase when a customer looks for evidence that they chose well.