Prepare me for the challenge

Daniele Catalanotto
Sep 1, 2022


A Service Design Principle to create better transitions during big life changes.
This principle is inspired by a series of photos sent to me by Séverine Lugeon.

Do you remember your first day at school? I remember mine! I cried for half a morning! I cried and cried and cried.

The public school in Nyon, Switzerland, is doing something pretty clever to avoid these long crying sessions:

A few weeks before the start of school, kids receive a booklet called: "You'll start school soon. And here is what will happen..."

In this cartoon booklet, children discover what a typical day at school looks like. They see how it starts when you can decide on your own and when it's the teacher that defines the activities. Kids are also reassured about simple things. For example, the cartoon explains that teachers will show you where you can pee.

The booklet works so well that some kids even ask their parents to read them the story again and again as if it is a proper children's book. What this school does can inspire any service or product creator. So let me ask you:

How can you help your users and the people around them (family members, colleagues, etc.) prepare themselves for the challenging parts of your service?

Footnotes

The first draft of this Service Design Principle was adapted in more understandable English by the lovely Joanna Bienz. Thanks, Joanna!

Thanks to Séverine Lugeon for the booklet photos and for sharing her kid's story with me.

Daniele's personal notes

  • This is the second draft of this Service Design Principle.
  • The length of this principle has been reduced by 48% compared to the first draft.
  • Once adapted even more, this principle could be part of the book "Service Design Principles 201-300"
  • As always, feel free to share comments, feedback or personal stories to improve this principle.

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Daniele Catalanotto
Oct 29, 2022

The third draft of this Service Design Principle

I’m a little kid, and my mom says goodbye. I’m crying. I cry. I cry for hours. That’s my first day of school… I’m not the only one for who the first day of school sucked.

The public school in Nyon, Switzerland, is working on changing that. A few weeks before school starts, kids from that city receive a booklet. It’s called: “You’ll start school soon. And here is what will happen...” In it, kids discover a typical school day. This cartoon lets kids know they won’t have to pee in their pants. Teachers will show them where the toilets are. Kids see that they’ll have fun as there will be play times. Sounds like nothing to cry about.

Some kids love this cartoon so much that they ask their parents to read it repeatedly.

So let me ask you.

How can you help your users and their relatives prepare for the challenging parts of your service?

Footnotes

The first draft of this Service Design Principle was adapted into more understandable English by the lovely Joanna Bienz. Thanks, Joanna!

Thanks to Séverine Lugeon for the booklet photos and for sharing her kid's story with me.

Daniele’s notes

  • This is the third draft of this principle.
  • I’ve reduced the length of this principle by 16 % compared to the previous draft.