# Service Excellence

<figure class="illustration"> <svg
xmlns="http://www.w3.org/2000/svg" viewbox="0 0 400 340"
aria-label="[title + description]"> <title>Hierarchy of User
Needs</title> <desc>A line drawing of a pyramid. Starting
from the base the layers are labeled as functional,
reliable, usable, and pleasurable. The peak of the pyramid
is indicated to be missing.</desc> <path d="M61.44
279.796l-25.344 45 339.282-.719-25.094-44.28H61.44z"
fill="none" stroke="#000" stroke-width="2"/> <text
x="167.346" y="308.226">Functional</text> <text x="176.714"
y="258.136">Reliable</text> <text x="181.432"
y="208.136">Usable</text> <text x="160.569"
y="162.784">Pleasureable</text> <path d="M205.456
24.077l-84.844 150.72h170.25l-85.406-150.72zM89.456
229.796l-25.313 45h283.188l-25.5-45H89.456zM117.706
179.796l-25.344 45h226.75l-25.5-45H117.706z" fill="none"
stroke="#000" stroke-width="2"/> <path d="M116.096
174.783h-25v-150h110M76.096 99.783h15" fill="none"
stroke="#000"/> <text x="7.096" y="103.967">Missing</text>
</svg> <figcaption class="marginnote"> <em>Hierarchy of User
Needs</em> From <a
href="https://abookapart.com/products/designing-for-emotion">Designing
for Emotion</a> by <a href="http://aarronwalter.com/">Aaron
Walter</a> </figcaption> </figure>