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Touchpoint
p-ISSN: 1868-6052
e-ISSN: 2940-2778
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Designing for Trajectories : Lessons on teaching for agentic service designAmy O’Keefe, Daniel ButtTouchpoint - Emerging Service Design 17 No. 2 (2026)https://doi.org/10.30819/touchpoint.17-2.20 pp: 92-93 2026-06-18 |
O’Keefe, A., & Butt, D. (2026). Designing for Trajectories : Lessons on teaching for agentic service design. Touchpoint - Emerging Service Design, 17 (2), 92-93. doi:10.30819/touchpoint.17-2.20
@article{O’Keefe_2026,
doi = {10.30819/touchpoint.17-2.20},
url = {https://doi.org/10.30819/touchpoint.17-2.20},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {2},
pages = {92-93},
author = {Amy O’Keefe, Daniel Butt},
title = {Designing for Trajectories : Lessons on teaching for agentic service design},
journal = {Touchpoint - Emerging Service Design}
}
url = {https://doi.org/10.30819/touchpoint.17-2.20},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {2},
pages = {92-93},
author = {Amy O’Keefe, Daniel Butt},
title = {Designing for Trajectories : Lessons on teaching for agentic service design},
journal = {Touchpoint - Emerging Service Design}
Abstract
Service design’s foundational premise is that value is co-created in the moment between person and provider. Agentic services break this model. Value is triangulated over time, through accumulated signals about preferences and circumstances. The proposition itself becomes emergent. Service design students must learn to design for trajectories, not transactions.
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