Explorative Coaching, Impact Evidence and Types

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Swiss Innovation Academy

Hi lovely human 👋

Here is the overview of all the new Service Design content I've worked on in the last few days:

1 recording of a Service Design event

Swiss Service Style: the recording, transcript and key insights of this webinar with Peter Horvath are now available.

4 Service Design Q&A :

Explorative coaching: What is an idiolectical coaching conversation ?
Practice Safari: How do I run an HQ tour for Service Design learners?
Impact proof: What are ways to showcase or prove the impact of my student Service Design project?
Type of impact: What are different types impacts a student Service Design project could have?
Object lesson: What's an object lesson to show the different levels of design for public services?

As a bonus you'll also find at the end links to 3 positive news from elsewhere to end on a high note.

Greetings from Basel, Switzerland,

Daniele 🧔🏻‍♂️

p.s. As always, you'll find more details below 👇
for when you have the time to read this newsletter.

From the archive
Don't be heroin for the people you serve

Here are links to the Service Design content that I've shared in this newsletter roughly on year ago:

4 Service Design Principles:

Addictive Design: Don't be heroin for the people you serve
Open source: Make Competitors to Steal from You
Expiration: Set Expiration Dates in Your Service
Friction: Replace Automations with Rituals

1 Service Design Q&A

Prompt: What's a good prompt for AI coding tools to get better UIs?

Service Design Event

I'm slowly building a library of answers to the most common questions about Service Design. Here are the new ones:

An overview of the BIVOC framework by Peter Horvath

Swiss Service Style with Peter Horvath: What if customers could change your company’s constitution?

In this event hosted by the Swiss Service Design Network, Peter Horvath shared his BIVOC framework which brings the best elements of Swiss Direct Democracy into commercial organizations.

The framework focuses on two ways customers and staff members can help improve a company (outside of the usual things we already do in Service Design): Initiatives and Challenges.

What I particularly like about Peter's approach is how deep he went in his research during his MBA and how it adapted it all to the context of commercial organizations.

Get the recording

Service Design Q&A

I'm slowly building a library of answers to the most common questions about Service Design. Here are the new ones:

An illustration showing overview of an idiolectical coaching process

What is an idiolectical coaching conversation ?

In short: it's an explorative coaching method where the coach builds on the words of the coaches and asks concrete, short questions without reframing, synthesis, modeling or association.

Read the full Q&A

An illustration showing how to organize a tour - reading at home - introduction with questions - then tour with each time 30 minutes for 3 questions

How do I run an HQ tour for Service Design learners?

In short:

intro about the organization in advance through reading at home then a short introduction on site where learners can ask questions about the organization
30 min Q&A on the topic of the day with 3 questions:
- who are you?
- how do you do it?
- any practical tips?
bring in external experts to spice things up.
eat in the cafeteria to continue the conversations
make sure you don't spend the whole day inside

Read the full Q&A

An illustration showing categories of impact for student service design projects - field - business - eco - social -career - personal - etc

What are different types impacts a student Service Design project could have?

In short: contribution to the field (theoretical impact), organisational, social, environmental, business, personal, career, etc.

Read the full Q&A

An illustration showing overview of possible ways to show impact

What are ways to showcase or prove the impact of my student Service Design project?

In short: stories, quotes, numbers, before and after, validation from organizations, scaling, photos, awards, certifications, principles versus achievements, etc. all are ways to prove your impact and there are for sure even more. Having a mix of numbers and stories usually helps.

Read the full Q&A

An illustration showing the sandwich creation object lesson shows the difference between creating yourself your sandwich - when someones creates it for you - and when someone creates it with you

What's an object lesson to show the different levels of design for public services?

In short: give three tasks to different people. One plays the citizen and designs her own sandwich. One plays the expert and designs the sandwich alone. One plays the consultant who designs the sandwich with the citizen. Finally compare the results.

Read the full Q&A

Positive news from elsewhere

I’m an optimist and as there is so much bad news out there at the moment, I want at my scale to rebalance things by sharing also some positive news for service owners and creators.

The world hit a major energy milestone: For the first time, renewables grew fast enough to meet all new electricity demand globally in 2025, and even nudged fossil fuel power into reverse – a milestone analysts said showed the world has “entered the era of clean growth”. (via Positive News)
Algeria defeated a leading cause of blindness: In a big health win, Algeria has become the latest nation to eliminate trachoma, the world’s leading cause of infectious blindness, as a public health problem. (via Positive News)
Electric cars now ‘cheaper than petrol’ in UK: For the first time, new electric vehicles (EVs) are now, on average, cheaper than petrol models in the UK. (via Positive News)

If you want more positive news make sure to checkout the websites positive.news or goodnews.eu.

Explorative Coaching, Impact Evidence and Types

Swiss Innovation Academy

From the archiveDon't be heroin for the people you serve

Service Design Event

Swiss Service Style with Peter Horvath: What if customers could change your company’s constitution?

Service Design Q&A

What is an idiolectical coaching conversation ?

How do I run an HQ tour for Service Design learners?

What are different types impacts a student Service Design project could have?

What are ways to showcase or prove the impact of my student Service Design project?

What's an object lesson to show the different levels of design for public services?

Positive news from elsewhere

From the archive
Don't be heroin for the people you serve