Service design encompasses all of the individual touchpoints that a customer might interact with, such as physical products, websites, mobile apps, call centers, and branches/stores. But it’s not just multichannel design. Service design also seeks to create or improve the complex systems – the business strategies, processes, technology, organisations, and cultures – that support experience delivery across channels. Organisations are arguably the most important design product of the past century and a critical area of interest for contemporary designers.

How can service design contribute to change within Organisations? Find out how service designers meet this challenge and how companies benefit from the service design approach. In this issue of Touchpoint you will find articles and case studies related to organisational change in different industries, as well as service design news, interviews with service design professionals and a collection of tools and methods.