FROM THE EDITORS

Embracing Change

It goes without saying that 2020 has been a tumultuous year so far. And to pick out the most consequential of changes, the impact of an invisible virus on just about every aspect of our lives has been unprecedented. It has forced each and every one of us to adapt to new ways of working, and new ways of living. And as an organisation, the Service Design Network has been greatly affected. We've seen our Chapter events move online, introduced online training through the SDN Academy and have even had to transition our annual Global Conference into an online format. At the start of this year, we were beginning production of a brand new issue of Touchpoint, on the theme of service design and systems thinking. However, as a non-profit, our operating budget is tied closely to proceeds from our traditional conference. With that income drastically reduced, the SDN had to reduce expenses across the board. That meant putting our planned issue on hold.

Instead, what you have before you is a unique curation of past Touchpoint contributions, that resonate with the here and now. Under the theme of 'Embracing Change' – which is also the theme of this year's Global Conference – we have selected articles that relate service design to the topics of the day. What role does service design play in addressing challenging healthcare dilemmas, or in disaster preparedness? How do service designers design for unknown futures in a methodical way? And how do we further strengthen our practice to be more engaged, create more impact and tackle complex problems? In the following pages, I hope our past contributors help provide some relevant – and timely – answers.

Your continued support of the SDN is greatly appreciated, and it is through membership, attendance of our events and even donations that you make it possible for us to bring Touchpoint to you. We hope that you overcome the stresses and strains of 2020, and emerge a stronger person – and a stronger service designer – into 2021.

Jesse Grimes, is Editor-inChief of Touchpoint and has thirteen years’ experience as a service designer and consultant. He is an independent service design practitioner, trainer and coach (kolmiot.com), based in Amsterdam and working internationally. Jesse is also Senior Vice President of the Service Design Network.

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

Jesse Grimes