Call for papers is now open | Submit your abstract until February 24th 2024

Touchpoint – The Journal of Service Design provides a window into the discussion of service design, facilitating a forum to debate, share and advance the field and its practices. In addition, it aims at engaging clients to listen in on the discussion, learn about the field, and become involved in the development and implementation of service design for their organisations.

Prior to each Volume of Touchpoint, I always engage past Guest Editors and authors, and some of the wider service design community in general, to help determine which topics deserve our focus for the coming three issues. This effort at crowdsourcing the issue themes I hope ensures what gets published in our pages is as relevant as possible.

After soliciting candidate themes for our fifteenth year of publication, there was a runaway winner: AI. It should come as no surprise. In late 2022 we had already identified this topic, and in February 2023 we published Vol. 13 No. 3, on ‘Smart Service Design’, where AI came up in several articles. Since then, AI has seemingly not left the headlines.

We would now like to invite proposals to contribute to an issue devoted to AI and service design, to be published later this year.

As across society more broadly, AI is only just starting to impact our practice in tangible and non-niche ways. Just as tools such as Relume are fundamentally challenging what it means to be a UX’er, soon our methods and tools will be supported - and in some cases, replaced - by AI-driven applications. Whether or not we are involved, tomorrow’s services will more and more have AI behind the scenes.

We are interested in proposals for articles that address some of the following questions, amongst other:

  • How do we best prepare ourselves for the advent and widespread roll-out of AI-driven service experiences? What is a minimum level of domain knowledge we need, and what does a service designer specialized in AI look like?
  • Do we need to somehow educate and prepare those that commission our services, such as clients and stakeholders, about how to best deploy AI for the services they deliver? If so, what is our advice?
  • What aspects of the work we do will be done better with the help of AI, and how can we expedite that support? Conversely, what parts of our practice do we feel must always done by a human, and how is that preserved? 
  • Following on from the previous questions, what broader ethics questions arise with AI-supported and AI-delivered services, and what is our role in ensuring that users and customers aren’t disenfranchised, discriminated against or even abused? Who else outside our field is staking out positions on the responsible deployment of AI, and what can we learn from them?
  • How do we ensure that the data that many of us have collected about our current service users is responsibly used to feed AI datasets, and not abused or misconstrued?
  • What applications of generative AI stand to support services designers in their work?
  • Are the service designers of tomorrow - coming through schools and universities, or cross-skilling from adjacent professions - being educated to become comfortable designing with and for AI? If so, what does that education look like?
  • How do we design services, and especially ones that traverse borders, while adhering to guidelines imposed by industry bodies and governments and regulators? What guidelines which affect our work do we need to be aware of, and do we have a place at the table in developing those guidelines?

We welcome contributions from throughout the service design community, as well as those with knowledge and experience in this theme, to contribute to this issue. By doing so, you will be helping service designers make the next step towards an even more mature practice of our discipline.

Regular sections

Besides handing in articles related to this issue’s feature, you are also invited to hand in content for the other regular sections of Touchpoint, which are not related to the theme of the issue:

  • Cross-Discipline: Highlighting the connection between service design and other disciplines
  • Tools and Methods: Introduction and evaluation of techniques and activities for service design projects
  • Education and Research: Insights from academia and research. 


Abstract submission:

Read more and submit your abstracts via the online form until 24 February 2024 (23:59 CET).

We are looking forward to many inspiring contributions! 


Related Headlines

SDN Chapters Service Design Global Conference 2024 - Get Early Bird tickets until May 31

Service Design Global Conference 2024 - Get Early Bird tickets until May 31

Early Bird tickets for the Service Design Global Conference (SDGC24) are available for sale.

Continue reading
SDN Chapters Call for papers extended deadline | Submit your abstract until May 5th

Call for papers extended deadline | Submit your abstract until May 5th

Service designers work within a unique context. Because our work influences service innovation, improvement and delivery across lengthy and often complex customer lifecycles, we must work closely with stakeholders from across our organisations, and even beyond. While we aim for deep expertise in our own practice, we must also familiarise ourselves with the ways many others work

Continue reading
SDN Chapters Touchpoint Vol 14-3 Roundtable | Implementing Service Design

Touchpoint Vol 14-3 Roundtable | Implementing Service Design

On April 10, 2024, we are holding a special event connected to the publication of the most recent issue of Touchpoint, the journal of service design. The issue explores practical aspects, challenges and successes in translating service design outputs into tangible, impactful solutions –– successful implementation.

Continue reading
SDN Global News Replay tickets SDGC23

Replay tickets SDGC23

If you missed the Service Design Global Conference 2023, you can now register for a ticket to watch the recordings from our Replay section.

Continue reading