Touchpoint Vol. 10 No. 2

Touchpoint – The Journal of Service Design

Touchpoint 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.

The three key audiences of the publication are:

  • Service design practitioners
  • Client organisations including businesses, non-profits, and public sector/government
  • Academia

Feature theme: Designing the Future

As the pace of technological innovation continues unbroken, the services we use in our day-to-day lives start to resemble things from science fiction films. Self-driving cars, voice-driven assistants who can schedule appointments on our behalf, medical diagnoses carried out with the support of AI… But each of these developments carry complex design challenges with them. How do we ensure that services based on cutting-edge technology meet not only our traditional requirements for successful services (e.g. they’re usable and intuitive) but also new ones, such as trustworthiness and transparency?

Does designing for the services of tomorrow require new approaches, tools and perspectives? Does it also require new skill-sets amongst service designers?

And furthermore, what does the practice of service design look like in the future? Does the discipline exist as we know it today? Or will it have been subsumed by another design discipline, or become so successfully established as the ‘new normal’ that is carried out whenever any new service is developed or improved, and no longer exists as an identifiable activity?

In Vol. 10, Number 2 of Touchpoint, we are looking at the future of service design. Not just how it’s practiced, but what that practice looks like. Amongst the questions we would like to answer:

  • Can service design learn from future forecasting, ‘Speculative Design’ and other future-focussed (design) approaches?
  • How do we design for complex service interactions with non-human service providers (robots or chat/voice-based interfaces)? How can we ensure services remain ‘humanized’, or will that become irrelevant?
  • To what extent does AI offer new possibilities for better services, and do service designers need to dive deeper into the technology to better understand how to harness it?
  • What other impacts do trends and developments have on our discipline, such as AI, robotics, blockchain, smart cities, etc.?
  • What case studies can be shared with the community in which service design is being applied to services designed for the more distant future?
  • How will the service designers of the future be educated, and what skills will they be expected to bring with them to their projects?
  • What will the practice of service design look like? Fully internalised? Supported by AI? Or will it have ceased entirely?

You’re invited to put on your future-thinking hat and contribute to what is sure to be a fascinating issue of Touchpoint!

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 to and evaluation of techniques and activities for service design projects
  • Education and Research: Insights from academia and research. 

Abstract submission

At the bottom of this page, you find the 'submit an abstract' button. By clicking the button, the abstract submission form will be shown. On the submission form, you will need to fill in, besides your contact information, the following information:

  • Category: Please arrange your submission in one of the Touchpoint sections (Feature, Cross-Discipline, Tools and Methods, Education and Research).
  • Scope of your contribution: Please indicate which length of article you would prefer to write if your abstract gets accepted. Short article:  700 – 800 words (approx. 2 pages) / Medium article:  1100 – 1400 words (approx. 4 pages) / Long article:  1900 – 2200 words (approx. 6 pages).
  • Title: title of article with 5-8 words.
  • Abstract: Abstract (max. 2000 characters) should outline the objective, the structure and the benefit of your article for the readers.
  • Relevance to service design: Brief description (max. 300 characters) on why your article is interesting to service designers and the service design discipline.
  • Biography:  short biography (max. 300 characters) including background, key activities and projects. 

After filling in the form, click on 'Submit'. You should receive a confirmation email with the copy of your abstract in case of an successful submission (please check you spam folder as well).

In case you experience any problem submitting your abstract via the system or don't receive the confirmation email, please send us via email your abstract submission in a Word file following the information on the abstract submission form. We will confirm the receipt of your submission per email within 2 working days. 

Language and Tone of Voice

The editorial language of Touchpoint is British English. If you are not a native English speaker, make sure your abstract is proofread by a native speaker before you hand in it.

Touchpoint is a non-academic, rather practice-oriented journal, therefore articles are supposed to be easy in tone, not too academic but rather practical in approach – thus, easy to understand for practitioners, academics as well as laymen interested in service design.

When writing your text please focus on the benefit of your article for the readers – do not only report about project steps, but present project learnings.

Before considering to submit an abstract for Touchpoint, please make sure to check that the PR/Communications/Legal departments of your company and client side agree with your submission, if relevant. Also note that if the article is approved to be published, authors will need to sign an Agreement for Publication and Transfer of Copyrights

Editorial Timeline

24 June 2018: Extented deadline for abstract submission

05 July 2018: End of abstract evaluation by the Editorial board | Acceptances sent to authors

23 July 2018: Deadline for article submission

24 July - 24 August 2018: Peer review process (article may be resent to authors for edition, up to approval by Editor)

Sept 2018: proofreading and layout phase | pre-order (authors enjoy 25% discount on orders of 5 hard copies or more) 
10 October 2018: launch at SDGC18 and release at SDN website

Become an author of Touchpoint and help to advance the service design field and its practices.

We look forward to your contribution!

We invite you to collaborate on Touchpoint

Submit an abstract
    • Share knowledge with the community
    • Your article featured online and in print
    • Get shared on social media