Touchpoint: The Journal of Service Design

Touchpoint Journal of Service Design

Over the weekend I received my copy of the Touchpoint Journal from the Service Design Network. I didn’t expect it to arrive so quickly from Cologne; I can still smell the ink.

Touchpoint isn’t available online and they don’t do a great job of promoting it. There are rumors about a PDF download, but until then I thought I’d run through the table of contents so folks can get an overview of the first issue.

It’s a simple two-color publication with a few judicious full color ads for Continuum (who helped with the graphic design) and Köln International School of Design.

The price is roughly $20 for US subscribers.

Volume 1, Number 1, April 2009

From the Editors
Birgit Mager and Shelley Evenson

Jutdith Altenau and Gayatri Korhalkar

Dutch Design: Time for a New Definition
Marcel Zwiers
In Dutch, “design” usually describes products rather than processes. Marcel Zwiers illustrates why he thinks that it is high time for revision and a more human-centered approach.

Methods and Processes of Service Design
Birgit Mager and Oliver King
Read about the views of Service Design experts Oliver King and Birgit Mager on the evolution of Service Design and its value-adding capabilities within the Service Sector.

Design’s Odd Couple
Fran Samalionis and James Moed
Designers and strategists see the world through different mindsets. Nevertheless, as Fran Samalionis and James Moed point out, both sides are challenged to embrace collaboration since service organizations discover their need for design while the design process is forced to incorporate business strategy.

Service Design: From Products to People
Lavrans Løvlie
Service Design is fundamentally about and for people; this shapes the discipline’s development. Lavrans Løvlie examines how designers engage with the needs of people.

What do service organizations expect from designers? An Interview with Helene Persson (Swedish Customs), Lennart Cederberg (SHMI), Karl Humphreys (MoMat), Katriina Lathi (Kunounpaikka).

Service Design at McDonald’s An interview with Denis Weil of the Institute of Design and McDonald’s Corporation.

Customer Profile
Justin Rheinfrank and Zhen Zeng
An imaginary blog entry from a fictional young professional in Pittsburgh, Pennsylvania created as a composite from intervews with a number of recent college graduates in the Pittsburgh area.

Dos and Don’ts of Service Design

SDN Members Overview

  1. Enric

    Warning to the readers who might want to order a copy of the journal: don’t bother trying.

    The folks at SDN have a very particular way of ‘servicizing’ the community:

    If you want to order a copy of the journal, you have to fill an order form that ironically sends an email to yourself that tells you the order has been placed (??).

    After clicking a link in the email body and trying to figure out what happened, I find out in their website that you have to be a registered user to order the journal. No problem, I can go an extra step for this publication. I am ready to create a new account, and alas, after I click ‘create new account’ a subtle message tells me that the only way to become a registered user ‘is by invitation only’. No surprise this guys don’t promote it all: you have to be ‘part of the club’ to access the contents.

  2. Jeff

    Hi Enric,

    I think they used to have a private membership available. I signed up a few months ago and ordered the journal in a few steps without any trouble.

    Hopefully they’ll get it worked out. I’ll post an update if I learn anything new.

  3. Jeff

    Judith from the Service Design Network e-mailed to clarify that anyone can order Touchpoint; no membership required. They’re working on cleaning up the confirmation process.

    Enric, your copy of the journal is on its way from Germany.

  4. Birgit

    Sorry for this – we have uploaded a new website and hopefully there won´t be too many bugs!
    Best, Birgit Mager

  5. Enric

    Thanks Jeff and Birgit.
    All clarified now. It was just a ‘web-misunderstanding’

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