The end of Customer Experience, UX and Service Design is near. Deal with it.
Luis Alt

Thought provoking post. It is also the reason why i’ve become more interested Agents instead of Users. An agent can be nonhuman or human, but is part of an integrated system and exerts an influence. Because of this I can see agent-network-theory growing in importance in the field of experience design as can be see by the work of TU Delft (and their thing-centered design)

Also I believe the role of service designers will have to be more systemic. It can’t only be about the design of an individual service but how these different services and systems(of which now we use 100’s of, and it is becoming overwhelming) interact and connect to each other. This also means being more aware as designers and understanding the potential social and environmental impact of the design decisions that we support.