Touchpoint Vol. 14 No.2 | Redefining Value Creation

For this issue of Touchpoint, we wanted to take a different approach than usual. Rather than looking at how or where service design is being practiced, we wanted to explore ‘towards what ends’.

Touchpoint Vol. 14 No. 2 | Redefining Value Creation

The commercial contexts in which service designers typically work means we fit into and support a familiar economic model: Efficient and effective (and happy!) employees rely on sensibly-designed systems to provide meaningful and valuable service to end customers. Profitability, shareholder value and the ‘bottom line’ are the driving forces to which our practice is ultimately held to account.

But more and more, service design is supporting alternative models of value creation. There are organisations out there operating with the ‘triple bottom line’ in mind, considering the boundaries implied by the ‘ring’ of ‘doughnut economics’, and achieving things such as B Corporation certification. In those contexts, service designers’ perspectives and goals are sometimes markedly different, perhaps providing inspiration to others who want to realign their own work. In this issue, you’ll have the chance to learn from some of them.

To read the full issue as a digital and printed copy, please visit our page here

Jesse Grimes
Jesse Grimes - SDN Vice President, Touchpoint Editor-in-Chief, Independent service designer at Kolmiot

I am a senior-level independent service designer, Senior Vice President of the SDN, and Editor-in-Chief of the SDN journal Touchpoint. I regularly host and speak at Dutch and international SD events. My professional website is kolmiot.com.

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