The organizers of the Emergence conference at Carnegie Mellon University have posted MP3s from last year’s proceedings. They don’t have all of them, but the closing keynote by Richard Buchanan is available and deserves wider play.
It’s difficult to excerpt but he uncovered four boundary themes for service design and tied them into an exploration of values, experience and human interaction. He cautioned against trying to define the discipline and instead speculated on the ultimate purpose of service design.
Here’s my transcript of the keynote.