Touchpoint - Emerging Service Design

Volume 17 No. 2 (2026)

https://doi.org/10.30819/touchpoint.17-2
106 Seiten
ISSN 2940-2778
price: 22.00 €

Editors: Jesse Grimes, Ricardo Martins, Satu Miettinen, Ramo Phalatse, Nicolás Rebolledo, André Santos, Birgit Mager

Collaboration Architecture: Service Design for Knowledge Work : Organisations hand infrastructure work to IT too early
Anke Holst
pp: 6-11, 2026-06-18

Designing for Cohesive Service Delivery in Agentic Experiences : A design framework to moderate human-AI interactions
Emma Blackwell
pp: 12-16, 2026-06-18

From Regulation to Service : Designing public rules for clarity and impact
Lorenzo Zorzi, Niccolò Parini, Simone Bagnasco
pp: 17-19, 2026-06-18

Service Design as a Vehicle for Cooperative Thinking
Anannya Bhowmik Paul
pp: 20-23, 2026-06-18

When the Map Is Not Enough : Sense-making tools for complex adaptive systems
Kyle Godbey
pp: 26-30, 2026-06-18

The Front-Stage We Controlled Collapsed : Lessons from newsrooms
Madison Karas, Patrick Boehler
pp: 31-35, 2026-06-18

The Design Integrator Role : Governing AI from the inside
Merwad Abdallah
pp: 36-41, 2026-06-18

Learning As The North Star : When service design builds adaptive capacity
Jen Briselli
pp: 42-46, 2026-06-18

When Service Design Isn’t Enough
Celia Beketa
pp: 47-49, 2026-06-18

The Actors Missing From Our Service Maps : Extending the service blueprint through recognising the role of mediators
Palak Agrawal
pp: 50-53, 2026-06-18

Beyond Blueprints : From insight to impact in a utility organisation
Megan Gileza
pp: 54-58, 2026-06-18

When Transformation Becomes Entrapment : An ethics lens for services designed to change people
Ting-Han Daniel Chen
pp: 59-63, 2026-06-18

The AI Pace Problem : Repositioning the service blueprint
Suneet Kumar
pp: 64-69, 2026-06-18

The Designing Mind in the Age of AI : The material and the competency
Pontus Wärnestål
pp: 70-74, 2026-06-18

They Were Already Designing : What reception design asks of service design
Nada Jouibli
pp: 75-77, 2026-06-18

The End of Experience : What’s left to design when nearly everything can be intermediated?
Filip Makowiecki
pp: 78-82, 2026-06-18

A First Draft of Service Design’s Future : An invitation to challenge AI’s opening move
Markus Edgar Hormess, Bas Raijmakers
pp: 83-85, 2026-06-18

Proudly Porous : Service design was never meant to have borders
Sujeet Kumar
pp: 86-88, 2026-06-18

The Services We Don’t Design
Bianca Rivera Alvelo
pp: 89-91, 2026-06-18

Designing for Trajectories : Lessons on teaching for agentic service design
Amy O’Keefe, Daniel Butt
pp: 92-93, 2026-06-18

Service Design’s Third Act : After touchpoints and organisations, what’s next?
Luis Alt
pp: 94-96, 2026-06-18

Service Design Tools for Brave Play : Using play mechanics to lead change from within
Jamie Kwan
pp: 98-102, 2026-06-18

Service Design for Good: An Impact-Oriented Framework : What service design can learn from NGO practices
Yanna Vogiazou
pp: 103-105, 2026-06-18