Add context to the address

Daniele Catalanotto
Aug 31, 2022
A Service Design Principle to communicate like real humans.

I pass by the Fielmann eyeglass shop in Lausanne. I see it’s in a renovation. In the window, a poster says something like:

“Sales continue, and you can find us temporarily at the Grand-Pont street 4...” Good and helpful information. But you know what? I don’t know the fucking street names of Lausanne!

So I don’t know where this Grand-Pont 4 is... But the team of the shop seems to have mind-reading skills! So as I read a bit more, I see:

“... previously Hug Music store.”

I didn’t know the address! But I remember where the old “Hug Music” shop was. That’s where I went with my brother back in the days to buy his piano!

The team doesn’t display the address only in the administrative form. The shop team shows it also in a more human format. They do it like a friend describes the location:

“The shop is where the old Hug music store was, remember the one where they sold fancy pianos?”

You can do this too. For example, when you give the address of your shop, event or service, you could say:

Find us at Mainstreet 25, between Frank’s Coffeeshop and the public library. To help people find you easily, add context to every address you share.

Daniele's personal notes

  • This is the second draft of this Service Design Principle.
  • This length of this principle has been reduced by 43% 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.

3 comments

Deleted
Oct 29, 2022
If I don’t know the old music shop or library, maybe “it’s just 5 blocks south,” or whatever directional prompt makes sense. 
Daniele Catalanotto
Oct 31, 2022
Thanks JJ :) I've added your suggestion in the footnotes ;) 
Daniele Catalanotto
Oct 31, 2022

The third draft of this Service Design Principle

I pass by the Fielmann eyeglass shop in Lausanne. As it’s in renovation, a poster says something like: “You can find us temporarily at Grand-Pont street 4...”

I don’t know all the street names of Lausanne, so I have no idea where this is.

I continue reading the poster, and it’s written: “... previously Hug Music store.”

Do they have mind-reading skills? I remember where the old “Hug Music” shop was. That’s where I went with my brother to buy his piano!

The team is smart. They display the “administrative” address and then describe it like a friend would do.

So let me ask:

How would you describe your service location to a friend without saying its address (1)?

Footnotes

(1) For example, when you give the address of your shop, event or service, you could say: “Find us at Mainstreet 25, between Frank’s Coffeeshop and the public library.” Or as community member JJ Turner suggests say “it’s just 5 blocks south, or whatever directional prompt makes sense.”

Daniele’s notes

  • This is the third draft of this principle.
  • I’ve reduced the length of this principle by 43 % compared to previous draft.
  • I’ve added a conclusion question to help the reader turn this principle into action.