On May 20th 2026, we are holding a special event connected to the publication of the most recent issue of Touchpoint, the journal of service design: Touchpoint Vol.17 No. 1 | From AI to Synthetic Services.
AI continues to disrupt our work as service designers, fundamentally changing the way we design, deliver and analyse services. The advances are rapid as well, presenting new opportunities while at the same time forcing us to answer some challenging questions on where and how its capabilities are deployed. This issue of Touchpoint answers an ongoing need in our community to learn from each other - as well as those outside our field - to confidently apply AI, as well as know where it should be avoided.
Created for service designers with 2+ years’ experience, the 8-week, 8-module course offers you the chance to strengthen your core skills, expand your capabilities, and earn Professional Accreditation.
Join us at SDGC25 in Dallas and online, this October 15–17. In-person and virtual tickets are available - your invitation to connect, share ideas, and explore service design's impact on business.
A working knowledge and practical understanding of data technologies can help service designers to co-operate with practitioners from the field of data engineering. This collaboration can amplify the impact of design choices and open new ways of thinking about services and data.
A framework for capturing what AI really delivers in hybrid services Classical design models rarely address what happens after AI deployment. But when people work alongside algorithms, value often emerges in unexpected ways: shifted cognitive loads, reshaped knowledge flows and transformed worker identities. This article presents a framework and case study for measuring AI impact beyond efficiency metrics.
Adding diagnostic and orchestration layers for AI integration – Customer service teams are flooded with repetitive queries, while complex cases requiring empathy and judgement suffer. AI can help take care of the repetitive queries, yet risks eroding human connections with customers. This article presents a four‑step approach by which service designers can extend service blueprints to identify automation opportunities with front-line teams, so that AI handles routine tasks while safeguarding relationships and expertise.
Designing accountability in AI-enabled services – Artificial intelligence systems (AI, specifically data-driven systems that generate predictions, classifications or recommendations based on statistical models and/or machine learning techniques) are increasingly used in service design and delivery, embedded in service processes, influencing how decisions are prepared, prioritised and executed. As their role becomes more prominent, it becomes relevant to clarify how responsibility is structured when humans and AI (or AI-enabled) systems both contribute to service outcomes.
Join us for the Service Design Global Conference 2026 (SDGC26) in Germany and online on 28-30 October!
On May 20th 2026, we are holding a special event connected to the publication of the most recent issue of Touchpoint, the journal of service design: Touchpoint Vol.17 No. 1 | From AI to Synthetic Services.
Discover the key insights of the 12+ Service Design webinars we hosted in 2026 and inform the future of the community by sharing your wishes for 2027.
Explore what is the role of Service Design professionals today and how that role might evolve in the future with Design Director and Service Design lecturer Enrico Tedoldi.
Faith Equestrian Therapeutic Center (FETC) struggled with an outdated brand identity, fragmented communication strategies, and limited visibility beyond its immediate community. The goal was to bridge this disconnect by aligning the center’s external voice with the emotional depth and value of its services.
Service Designer: SCAD SERVE & Prof. Matthias Hillner
Service Provider: Faith Equestrian Therapeutic Center.
Industry: Healthcare
When children can no longer safely remain with their parents, their outcomes are better when placed with relatives or adults they know ("kin"). But kin often faced barriers to getting licensed. The aim was to keep children safe with kin by making licensing more equitable.
Service Designer: Bloom Works, LLC, Child Welfare Team
Service Provider: Child Welfare Playbook Working Group (run by Marina Nitze)
Industry: Government
An energy company’s onshore renewables division was losing millions due to inconsistent spare parts management across six wind farms. This led to low morale, wasted time, poor inventory accuracy (as low as 11%) and increased turbine downtime.
Service Designer: Alissa Millenson, Service Design & Program Lead
Service Provider: Energy Company
Industry: Energy
In 2024, service design is evolving rapidly but remains underrecognized. Confusion over roles and terminology leads to misunderstandings and underutilization. To address this, SDN fosters a global community to raise awareness and drive the growth of service design practices.
Service Designer: Gabriele Michele Frattini, Yihui Wang, Shao-ching Lu, Richard Mireku, Felipe Rocha Melhado, Katie Sadler, Seth Campbell, Sudeshna Mahata, Palak Gupta, Alejandra Villacis Miranda, Judee Bendiola, Bhownit Singh, Silvia Rossetti
Service Provider: Service Design Network
Industry: Professional Services/Other
Two minutes saved per report, multiplied across 10,000 reports a year, returns 40 working days to the organisation. That's what service design does, and it starts with how you understand the system.
Service Design Award 2025 - Professional Commercial Finalist
Service Design Award 2025 - Professional Non-Profit Finalist
Service Design Award 2025 - Professional Non-Profit Finalist
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