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Touchpoint
p-ISSN: 1868-6052
e-ISSN: 2940-2778
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Service Design Tools for Brave Play : Using play mechanics to lead change from withinJamie KwanTouchpoint - Emerging Service Design 17 No. 2 (2026)https://doi.org/10.30819/touchpoint.17-2.22 pp: 98-102 2026-06-18 |
Kwan, J. (2026). Service Design Tools for Brave Play : Using play mechanics to lead change from within. Touchpoint - Emerging Service Design, 17 (2), 98-102. doi:10.30819/touchpoint.17-2.22
@article{Kwan_2026,
doi = {10.30819/touchpoint.17-2.22},
url = {https://doi.org/10.30819/touchpoint.17-2.22},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {2},
pages = {98-102},
author = {Jamie Kwan},
title = {Service Design Tools for Brave Play : Using play mechanics to lead change from within},
journal = {Touchpoint - Emerging Service Design}
}
url = {https://doi.org/10.30819/touchpoint.17-2.22},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {2},
pages = {98-102},
author = {Jamie Kwan},
title = {Service Design Tools for Brave Play : Using play mechanics to lead change from within},
journal = {Touchpoint - Emerging Service Design}
Abstract
“This is fine.” The viral meme of a cartoon dog calmly drinking coffee in a burning room as the flames close in, has become shorthand for the quiet dread of layoffs, burnout and uncertainty inside organisations in turmoil. In the first quarter of 2026 alone, U.S. employers announced over 217,000 job cuts, with AI cited as the reason behind 13 percent of them; in contrast, AI drove five percent of job cuts across all of 2025. The sentiment is now less meme, than it is diagnosis. What follows the dread is often worse: a ‘freeze’ response in which teams stop collaborating, stop experimenting and retreat to individual survival.
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