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 - Registration and Speaker Call are open!

Service Design Global Conference 2024 - Registration and Speaker Call are open!

Super Early Bird tickets for the Service Design Global Conference (SDGC24) are now open for sale. Register early and get a free workshop included in your conference ticket, as tickets are available in limited quantity.

Continue reading
SDN Chapters Join us for the next Service Design Network Next Gen Conference 2024

Join us for the next Service Design Network Next Gen Conference 2024

Attention students, young and senior professionals and career shifters: Join us for the 3rd annual SDN Next Gen Conference 2024 held online with the amazing theme: “Infinite Threads: Interdisciplinary Collaboration to Unlock the Power of Service Design” on April 12th.

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
SDN Chapters 2nd Open Innovation Challenge 2024 - Shaping the Future of Food Manufacturing with Service Design

2nd Open Innovation Challenge 2024 - Shaping the Future of Food Manufacturing with Service Design

SDN Singapore Chapter is thrilled to share the incredible energy and innovation that unfolded at the Ideactio studio during our 2nd Open Innovation Competition centred around ‘Shaping the Future of Food Manufacturing’! Our talented participating teams embraced the opportunity to tackle this dynamic challenge head-on, bringing forth a wave of creativity and cutting-edge solutions. It was truly inspiring to witness the diverse perspectives and collaborative spirit that our participants brought to the table. Teams showcased ingenious approaches to tackle the challenge statements given. Innovative technologies and sustainable practices took centre stage, reflecting our commitment to a greener and more resilient future. Cross-functional collaboration at its best - Engineering, design, IT and life science students seamlessly blended their skills to craft holistic solutions. The amazing winners! Winning Team - Ngee Ann Polytechnic: Process automation to optimise delivery and improve efficiency Co-Runners Up (two teams) - Ngee Ann Polytechnic & Nanyang Polytechnic: Attract and retain young local talent for business expansion. Third Place - Singapore Polytechnic: Attract young talents by understanding prospective employees. A massive congratulations to all participating teams for pushing boundaries and redefining the future of food manufacturing! We believe in fostering a culture of innovation, and this competition was a testament to the extraordinary talent within our partners. A heartfelt thanks to all participants, mentors, and judges who made this event a resounding success. Stay tuned for more exciting updates as we continue to push the boundaries of creativity and explore new frontiers in innovation!

Continue reading