Give me an alternative when you block me

Daniele Catalanotto
Dec 29, 2022
A Service Design Principle to help people find a solution when they are blocked

I have to send a physical letter. So I go out and find the nearest mailbox from the Swiss Post. As I'm about to put my letter in the box I notice two things. First, as it's already 18:00, I notice that my letter will only be sent tomorrow as it's written that the post guy comes to empty the mailbox at 17:30. 

The Swiss Post people are smart, they manage my expectations well. But the second thing I notice is the one that makes me think these people are really, really smart.

A Swiss post mailbox in Lausanne that says: "The mailbox has already been emptied? Find here other mailboxes that haven't been emptied yet" Below that, you find a QR code that lets you find a mailbox where you can put your mail and have it taken in a few hours instead of the next day.

A notice with a QR code helps me to find other mailboxes where the post guy didn't yet empty the box! This means that if I move a few hundred meters, my letter might arrive tomorrow instead of one day later. That's when my Italian and relaxed origins come out, and I tell myself: why worry for one more day? And I put the letter in the mailbox.

This message didn't help me that time, but if I was stressed about that letter, this could have been a life saviour. Nevertheless this sign teaches me a lesson: offer an alternative when people are blocked in your service.

This is something that the Art Museum "L'Hermitage", again in Lausanne, Switzerland, understands well with their brilliant sign that says: "Parking forbidden here".


At the bottom of the sign, it's written in French: "Parking spots available at the Signal Parking".

Action question

Where are people usually blocked in your service? What alternative can you suggest in that moment to help people out?

Daniele's notes

  • These are the very first rough notes for this principle.
  • One day, this principle might be part of a book in the series Service Design Principles.
  • Feel free to share opposing ideas, examples and feedback 

1 comment

Daniele Catalanotto
Jan 17, 2023

Another example of this principle in action. In a playground in Lausanne, Switzerland, the public toilet is closed during winter. On the door of the public toilet a map shows you where is the nearest open public toilet.