Touchpoint Vol. 8 No. 3

The theme of the SDN’s Global Conference in 2016 was 'Business as Unusual'. In its play on words, it tries to capture the current state of service design: A still-novel, design-led approach that is making further and further inroads into the world of business. And in making inroads, it is becoming the ‘new normal’. But in practice, it remains ‘unusual’.

Service designers are finding themselves bearing more responsibilities as they design not only customer experience, but employee experience and organi‚Äčsational strategy as a whole. They find themselves embedded within organi‚Äčsations, rather than operating on the outside. And the services they design are being delivered by the smallest startups as well as the biggest corporate giants.

So what is the current state of service design as it is applied in business settings? In this upcoming issue of Touchpoint, which will be published in February 2017, we are looking to answer several questions: 

  • How has the discipline of service design adapted to meet the needs of business?
  • And, what must service design do to adapt to the business challenges of tomorrow?
  • What are instances where service design has permeated an entire organisation, and what has this delivered?
  • Who are the service designers of today? Have they trained as designers, or are they coming from business or IT roles?
  • How is service design being applied in lean startups and ‘non-standard’ business environments? 

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. If you are a SDN member, abstract submission can also be made via the SDN members dashboard, under the ‘Contributions’ menu.

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 type of contribution. 
  • 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. 

The editorial language of Touchpoint is British English. Articles in American English will be corrected by our proofreaders accordingly but to make the process easier, please stick to British grammar and spelling. 


23 November 2016: Deadline for abstract submission
30 November 2016: End of abstract evaluation by the Editorial board | Acceptances sent to authors
15 December 2016: Deadline for full article submission
02 - 30 January 2017: Review phase (article may be resent to authors for edition)
February 2017: Layout phase | Article ready to be published

Become an author of Touchpoint and help to advance the service design field and its practices. We welcome contributions from agency- and client-side practitioners, as well as from academia.

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