Amplifying the politics in Service Design

Abstract

Witnessing the speed of growth and reach in demand for service design (SD) confronts us to ask what neoliberal forces are behind this acceleration? Can services, systems and structures really improve at this velocity; what are we eroding and ignoring in turn? Pausing to ask about the direction and effect of change is critical to recognising SD’s implication in the status quo. This paper calls for a reflexive methodology of noticing precedents that are quotidian and dystopian to show how dominant logics of SD commodify social practices of relating and organizing. By slowing down to attend, listen and reflect, our approaches reveal existing rituals, values, nuances and commitments that teach us what an apolitical SD fails to see. Rather than adding aspirational methods, this paper calls for greater attention to the political in SD practice, sharing paths of resistance and reorientation toward ethical, transformative, self-determined service design work and learning.