Touchpoint
The Journal of Service Design

p-ISSN: 1868-6052
e-ISSN: 2940-2778

Editor-in-Chief:
Jesse Grimes

Service Design Network gGmbH
Mülheimer Freiheit 56
D-51063 Köln, Germany

EDITORIAL — EDITOR-IN-CHIEF AND GUEST EDITORS

Each issue of Touchpoint has 3-4 Guest Editors, as well as the Editor-in-Chief. The Guest Editors are invited roles and represent thought leaders and experienced practitioners in service design — or in adjacent disciplines, as they relate to an issue theme — and change for each issue.

EDITOR-IN-CHIEF AND CO-PUBLISHER

The Editor-in-Chief is a persistent role and is currently Jesse Grimes. Jesse has sixteen years of experience as a service designer and consultant. He is an independent practitioner, trainer and coach, based in Amsterdam and working internationally. Jesse is also Senior Vice President of the Service Design Network and Head of Training for its Academy, and has been involved with the organisation since 2008.

Birgit Mager is co-publisher of Touchpoint, and is a professor for service design at the Köln International School of Design (KISD) in Cologne, Germany. She is founder and director of sedes research at KISD and is co-founder and President of the Service Design Network.

RECENT GUEST EDITORS

Touchpoint Vol. 17 No. 2 — Emerging Service Design

Ricardo Martins is a service design consultant and educator based in Brazil, and the former graduate coordinator of the Service Design MFA program at Savannah College of Art and Design (SCAD) in the U.S.

Satu Miettinen is a Professor of Service Design and the Dean of the Faculty of Art and Design at the University of Lapland in Finland. Her research interests include design research, organisation and management studies.

Ramo Phalatse is a Design Executive at Nedbank in South Africa, leading a strategic design team that connects brand purpose to measurable client outcomes. He has more than 20 years’ experience across agency, consultancy and in-house roles in South Africa and South-East Asia.

Nicolás Rebolledo is Senior Tutor in Service Design and Design Futures at the Royal College of Art in London. He co-directs Wicked Acceleration Labs and co-founded UNIT, a Chilean strategic design and innovation consultancy.

André Santos is a Senior Design Strategist at iDE Innovation Lab and is based in Mozambique. He has more than eight years of experience applying human- centred and systemic design to complex social challenges within the international development sector.

Touchpoint Vol. 17 No. 1 — From AI to Synthetic Services

Shelley Evenson is a San Francisco-based designer who is exploring the positive impact human-AI collaboration can have on people’s lives. Her career spans Accenture, Fjord and Facebook, as well as teaching a generation of designers at Carnegie Mellon’s School of Design. She co- founded the Service Design Network with Prof. Birgit Mager.

As Oracle's Head of Product Design & Research, Jod Kaftan seeks to provide SaaS solu- tions that provide enduring value for the global energy and construction sectors.

Alessandra Molderings-Enriconi is an Associate Service Design Director at denkwerk in Germany. Building on more than ten years' experience in the field, she integrates systems thinking, cross-cultural insights and strategic leadership to drive user-centred innovation for organisations across Europe.

Christopher Noessel has 30 years of design experience. His most recent book, Designing Assistant Technologies: AI That Makes People Smarter, discusses designing software that assists people and avoids over-reliance.

Pontus Wärnestål is Deputy Professor at Halmstad University in Sweden and a designer at Ambition Group. He has more than 25 years of experience integrating human-centred design and AI across academic, industrial and start-up environments.

Touchpoint Vol. 16 No. 3 — Business Transformation by Design

Robert Bau harnesses human- centred innovation and design to tackle organisational chal- lenges, reinvent brands and transform experiences across Europe and the US. The content in this article reflects the au- thor’s own views and does not necessarily represent the view of his employer, PA Consulting.

Gretchen Kish is a ser- vice designer, sustainability strategist and founder of the Climate Innovation Project. She guides organisations through transformational change toward a regenera- tive, nature-positive future.

Stefan Moritz has more than 20 years international experience, including leadership roles at McKinsey, award-winning agen- cies and as an advisor across industries. He is currently Head of Innovation at Max Matthies- sen in Sweden, a professor at SDSI and serves on the SDN’s Accreditation committee.

Patrick Quattlebaum is Founder and CEO of Harmonic Design, a US-based service design firm, and co-author of the book Orchestrating Experiences.

Touchpoint Vol. 16 No. 2 — Designing Equitable Experiences

Marissa Ellis is the founder and CEO at Diversily, a consultancy that helps organisations to innovate more inclusively. She is an advisor, strategist and speaker. She has over 20 years of experience in service design, consulting, product manage- ment, strategy, culture and leadership development.

Benjamin Nanchen, PhD, is Senior Academic Associate at the University of Applied Sciences and Arts Western Switzerland. Between 2021 and 2024, he was the man- ager of the Innovation Booster Technology and Special Needs programme, which aims to promote innovation with persons with disabilities.

Dr. Lesley-Ann Noel is a Trinida- dian design educator and Dean of Design at OCAD University in Toronto. She is the author of Design Social Change and a co-editor of The Black Experi- ence in Design. She has created tools for critical reflection, such as the ‘Designer’s Critical Alphabet’ and the ‘Positional- ity Wheel’. Before OCAD, she taught at North Carolina State University, Tulane University, Stanford University and the University of the West Indies.

Linda Pulik is a designer and researcher who is passion- ate about using her profes- sional abilities to include marginalised individuals in civic decision-making. She has worked extensively in the public and private sectors in the US and internationally.

Touchpoint Vol. 16 No. 1 — Bridging Disciplines: Service Design and Product Management

Erico Fileno is CXO at Itaú Bank (Chile) and founder of the SDN Brazil Chapter. He is a pioneer- ing designer and professor with 30 years of experience, blending business, technol- ogy and service thinking to drive human-centered innova- tion in global organisations.

Jod Kaftan is Head of Product Design & Research at Oracle, where he seeks to provide SaaS solutions that deliver endur- ing value for the global energy and construction sectors.

Krisztian Komandi is a Lead Behavioural Architect and Team Lead at Cowry Consult- ing, specialising in combining behavioural science and strate- gic design to create customer and employee experiences that acquire, grow and retain customers for global clients.