Laura Forlano

I began this account of service design philosophically and ended it politically, because I want to insist that service design, more than other forms of designing, is unavoidably on the front-line of very important transitions in what it means to be a person these days, a person giving and receiving services within a range of economies and ecologies.

…one day to another; and different people perform the service because of employee churn for example. But even if a service is co-created each time by the same sets of people, it will still change over time, because people, as opposed to things, change — or at least they should, and should be allowed to.

This means that that social learning of how to perform a service must always be re-done. All service designs need continuous maintenance and repair, or rather situated re-design. Services involve people and people change: different people are experience the service from one day…