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Touchpoint
p-ISSN: 1868-6052
e-ISSN: 2940-2778
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The End of Experience : What’s left to design when nearly everything can be intermediated?Filip MakowieckiTouchpoint - Emerging Service Design 17 No. 2 (2026)https://doi.org/10.30819/touchpoint.17-2.16 pp: 78-82 2026-06-18 |
Makowiecki, F. (2026). The End of Experience : What’s left to design when nearly everything can be intermediated?. Touchpoint - Emerging Service Design, 17 (2), 78-82. doi:10.30819/touchpoint.17-2.16
@article{Makowiecki_2026,
doi = {10.30819/touchpoint.17-2.16},
url = {https://doi.org/10.30819/touchpoint.17-2.16},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {2},
pages = {78-82},
author = {Filip Makowiecki},
title = {The End of Experience : What’s left to design when nearly everything can be intermediated?},
journal = {Touchpoint - Emerging Service Design}
}
url = {https://doi.org/10.30819/touchpoint.17-2.16},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {2},
pages = {78-82},
author = {Filip Makowiecki},
title = {The End of Experience : What’s left to design when nearly everything can be intermediated?},
journal = {Touchpoint - Emerging Service Design}
Abstract
Service design often defines itself through experience – customer and employee alike. As aggregators, platforms and AI assistants and agents insert themselves between organisations and customers, the experience layer is dissolving. How can service designers make an impact when more and more interactions are out of their reach and even out of sight for the customers themselves?
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