Pub Date : 2023-12-22DOI: 10.30819/touchpoint.14-2.09
Hira Javed
Service designers often oscillate between different spaces and zoom levels. This puts them in a unique position to bridge various institutional boundaries. Facilitating, nurturing and sustaining the relationships at these boundaries is not only emotionally and mentally cumbersome, but the impact of this work is also difficult to measure.
{"title":"The Hidden Value of Bridging Boundaries in Service Design: Fostering interconnectedness for the betterment of humanity and the planet","authors":"Hira Javed","doi":"10.30819/touchpoint.14-2.09","DOIUrl":"https://doi.org/10.30819/touchpoint.14-2.09","url":null,"abstract":"\u0000 Service designers often oscillate between different spaces\u0000and zoom levels. This puts them in a unique position to bridge\u0000various institutional boundaries. Facilitating, nurturing and\u0000sustaining the relationships at these boundaries is not only\u0000emotionally and mentally cumbersome, but the impact of this\u0000work is also difficult to measure.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"46 3","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-12-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138946445","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-12-22DOI: 10.30819/touchpoint.14-2.07
Zoltán Havasi
I have often pondered the crucial question that should precede any design endeavour: Do we truly require what the design process may yield? Would we not be wiser to judiciously employ existing solutions? Shouldn’t we consider elimination not only as a means, but also an end for our design? Perhaps the starting point for our design activities should be the eradication of false needs. This is what’s known as ‘eliminative design’.
{"title":"Eliminative Design for Sustainable Futures in Service Design: Using our erasers as design tools","authors":"Zoltán Havasi","doi":"10.30819/touchpoint.14-2.07","DOIUrl":"https://doi.org/10.30819/touchpoint.14-2.07","url":null,"abstract":"\u0000 I have often pondered the crucial question that should precede\u0000any design endeavour: Do we truly require what the design\u0000process may yield? Would we not be wiser to judiciously employ\u0000existing solutions? Shouldn’t we consider elimination not only as\u0000a means, but also an end for our design? Perhaps the starting\u0000point for our design activities should be the eradication of false\u0000needs. This is what’s known as ‘eliminative design’.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"5 7","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-12-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138944178","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-12-22DOI: 10.30819/touchpoint.14-2.12
Sandra Griffel, Susanne Junglas
The effective use of metrics is an important and still underutilised way to elevate and clarify the role and ambitions of service design. If we want our work to make a difference, we need to make its impact on user experiences, business success and the environment tangible in a nuanced way.
{"title":"Metrics for Impact: Elevating design in the business landscape","authors":"Sandra Griffel, Susanne Junglas","doi":"10.30819/touchpoint.14-2.12","DOIUrl":"https://doi.org/10.30819/touchpoint.14-2.12","url":null,"abstract":"\u0000 The effective use of metrics is an important and still underutilised\u0000way to elevate and clarify the role and ambitions of\u0000service design. If we want our work to make a difference,\u0000we need to make its impact on user experiences, business\u0000success and the environment tangible in a nuanced way.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"2 10","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-12-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138944885","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-12-22DOI: 10.30819/touchpoint.14-2.03
Samuel Huber
With the growing importance of service design comes great responsibility. Our practice must once again remember its roots and find the courage to apply a truly holistic perspective. One that not only creates value for humans and their organisations, but the planet as a whole.
{"title":"Planet-Centric Service Design: How planetary perspectives will move organisations forward","authors":"Samuel Huber","doi":"10.30819/touchpoint.14-2.03","DOIUrl":"https://doi.org/10.30819/touchpoint.14-2.03","url":null,"abstract":"\u0000 With the growing importance of service design comes great\u0000responsibility. Our practice must once again remember its\u0000roots and find the courage to apply a truly holistic perspective.\u0000One that not only creates value for humans and their organisations,\u0000but the planet as a whole.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"8 10","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-12-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138947762","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-12-22DOI: 10.30819/touchpoint.14-2.11
Lara Salinas
This article proposes ‘critical service design’ as an innovative and effective alternative approach for service designers who are actively seeking to support and facilitate sustainable and ethical place-based climate transitions.
{"title":"Introducing ‘Critical Service Design’: A paradigm shift for place-based climate action","authors":"Lara Salinas","doi":"10.30819/touchpoint.14-2.11","DOIUrl":"https://doi.org/10.30819/touchpoint.14-2.11","url":null,"abstract":"\u0000 This article proposes ‘critical service design’ as an innovative\u0000and effective alternative approach for service designers who are\u0000actively seeking to support and facilitate sustainable and ethical\u0000place-based climate transitions.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"30 28","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-12-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138946948","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-12-22DOI: 10.30819/touchpoint.14-2.01
Julia Schaeper
In a recent update on planetary boundaries1, scientists revealed that humanity has exceeded safe thresholds in six of the nine crucial planetary limits. This poses significant risks to ecosystems, potentially leading to irreversible environmental damage and harm. Urgent global efforts are needed to safeguard our planet.
{"title":"Reimagining Service Design Beyond Neoliberal Economics","authors":"Julia Schaeper","doi":"10.30819/touchpoint.14-2.01","DOIUrl":"https://doi.org/10.30819/touchpoint.14-2.01","url":null,"abstract":"\u0000 In a recent update on planetary boundaries1, scientists revealed\u0000that humanity has exceeded safe thresholds in six of the nine\u0000crucial planetary limits. This poses significant risks to ecosystems,\u0000potentially leading to irreversible environmental damage and harm.\u0000Urgent global efforts are needed to safeguard our planet.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"30 10","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-12-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138947253","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-12-22DOI: 10.30819/touchpoint.14-2.06
Thomas Troch, Fenny Leautier-ten Brinke
Philips believes that next to climate change, lack of access to affordable, quality care is the most pressing issue of our time. The company is committed to making a positive impact on people’s health and well-being. In order to do this, they transformed the way they innovate, promoting service design and empowering underserved communities, women and children.
{"title":"535 Million Lives Improved Through Continuous Learning","authors":"Thomas Troch, Fenny Leautier-ten Brinke","doi":"10.30819/touchpoint.14-2.06","DOIUrl":"https://doi.org/10.30819/touchpoint.14-2.06","url":null,"abstract":"\u0000 Philips believes that next to climate change, lack of access to\u0000affordable, quality care is the most pressing issue of our time. The\u0000company is committed to making a positive impact on people’s\u0000health and well-being. In order to do this, they transformed the\u0000way they innovate, promoting service design and empowering\u0000underserved communities, women and children.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"63 12","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-12-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138945583","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-12-22DOI: 10.30819/touchpoint.14-2.04
Phillippa Rose, Victoria Betton
There is a lack of consideration of power dynamics and wider influences, context and system in Western dominant design models pioneered by the likes of the Hasso Plattner Institute and IDEO’s Design Thinking frameworks. The focus on human desirability, balanced against feasibility and viability has shifted. Over the last decade, global events, seismic technological advances, increasingly wicked problems and the effects of climate change have heightened the awareness of the fragility of humanity, society and economies.
{"title":"WREN: A Deliberative Design Tool Supporting Systemic Change","authors":"Phillippa Rose, Victoria Betton","doi":"10.30819/touchpoint.14-2.04","DOIUrl":"https://doi.org/10.30819/touchpoint.14-2.04","url":null,"abstract":"\u0000 There is a lack of consideration of power dynamics and wider influences,\u0000context and system in Western dominant design models\u0000pioneered by the likes of the Hasso Plattner Institute and IDEO’s\u0000Design Thinking frameworks. The focus on human desirability,\u0000balanced against feasibility and viability has shifted. Over the last\u0000decade, global events, seismic technological advances, increasingly\u0000wicked problems and the effects of climate change have\u0000heightened the awareness of the fragility of humanity, society\u0000and economies.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"51 10","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-12-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138946357","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-12-22DOI: 10.30819/touchpoint.14-2.02
Johannes Jan Pauen, Sebastian Vetter
Service design helps organisations focus on – and design for – their most important stakeholders. We argue that although the tools of service design can highlight and integrate multiple stakeholder perspectives, they cannot adequately address the complexity inherent in organisations. This is limiting the impact of service design. Indicators that this is taking place are a lack of support or funding for service design projects, as well as resistance and ‘cultural’ push back when it comes to implementation.
{"title":"Widening the Perspective of Service Design","authors":"Johannes Jan Pauen, Sebastian Vetter","doi":"10.30819/touchpoint.14-2.02","DOIUrl":"https://doi.org/10.30819/touchpoint.14-2.02","url":null,"abstract":"\u0000 Service design helps organisations focus on – and design for –\u0000their most important stakeholders. We argue that although the\u0000tools of service design can highlight and integrate multiple\u0000stakeholder perspectives, they cannot adequately address the\u0000complexity inherent in organisations. This is limiting the impact\u0000of service design. Indicators that this is taking place are a lack of\u0000support or funding for service design projects, as well as resistance\u0000and ‘cultural’ push back when it comes to implementation.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"19 15","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-12-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138947223","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-12-22DOI: 10.30819/touchpoint.14-2.13
Ashika Gopalkrishnan, Matt Morris, Kai Pandit, Victor Udoewa
How can service designers create services that simultaneously address customer needs both today and in the future? Using a new method called ‘triangulated recursive mapping’ to combine futures research with human-centred research, we learn to create services that are responsive to rapidly evolving customer needs over time.
{"title":"Making Service Design Future-Proof at NASA","authors":"Ashika Gopalkrishnan, Matt Morris, Kai Pandit, Victor Udoewa","doi":"10.30819/touchpoint.14-2.13","DOIUrl":"https://doi.org/10.30819/touchpoint.14-2.13","url":null,"abstract":"\u0000 How can service designers create services that simultaneously\u0000address customer needs both today and in the future? Using a\u0000new method called ‘triangulated recursive mapping’ to combine\u0000futures research with human-centred research, we learn to\u0000create services that are responsive to rapidly evolving customer\u0000needs over time.\u0000\u0000","PeriodicalId":498000,"journal":{"name":"Touchpoint","volume":"35 2","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-12-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138946085","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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