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Touchpoint
The Journal of Service Design
p-ISSN: 1868-6052
e-ISSN: 2940-2778
Editor-in-Chief:
Jesse Grimes
e-ISSN: 2940-2778
Service Design Network gGmbH
Mülheimer Freiheit 56
D-51063 Köln, Germany
Contents
Surfacing Early Readiness Gaps in AI-enabled SaaS ProjectsJia-May Wu, Hsien-Hui Tang
pp: 6-9, 2026-04-20
Bridging Service Design and Data Engineering
Davide Posillipo, Sonia Balduzzi
pp: 10-15, 2026-04-20
Making AI Authority Legible and Contestable for Public Services
Kazi Mahdi Amin
pp: 16-21, 2026-04-20
Orchestrating Co-performance in Healthcare: Evolving blueprints to manage complex ecosystems
Rafael Poiatti
pp: 22-25, 2026-04-20
AI Strategy as the Foundation of Service Design: Before you launch a service design project, have an AI strategy first
Krystyna Jarek, Małgorzata Jurkiewicz
pp: 26-32, 2026-04-20
Designing Responsibility in Human–Machine Interaction
Miriam Schmalen
pp: 34-36, 2026-04-20
From Collaboration to Co-Performance: Designing accountability in AI-enabled services
Ákos Csertán
pp: 37-39, 2026-04-20
Designing Human + AI Co-Performance in Emergency Management: From static reports to dynamic decision support
John Sexton, Savannah Redlinger, Armand Tesserot, Ramin Ostad
pp: 40-45, 2026-04-20
Service Design for AI Impact Measurement: A framework for capturing what AI really delivers in hybrid services
Roberta Tassi, Yulya Besplemennova
pp: 46-49, 2026-04-20
From Service Blueprints to Transformation Blueprints: Adding diagnostic and orchestration layers for AI integration
Sandra Griffel, Charlotte Block
pp: 50-55, 2026-04-20
Designing Transitions, Not Just Technologies: Co-designing AI triage in a hospital setting
Chris Ferguson, Matt Ratto
pp: 56-65, 2026-04-20
Designing Judgement in AI-Mediated Co-Creation: A service design view on judgement
Chunqiu Li
pp: 66-69, 2026-04-20
Prototyping Civic Futures with Legible AI: A practice-based case study from St Petersburg’s Historic Gas Plant District
Steve Diasio
pp: 70-73, 2026-04-20
Designing for Flow: Service designers at the helm of agentic AI
Shelley Evenson
pp: 74-76, 2026-04-20
The Role of AI in Participatory Workshop Design and Facilitation: Facilitatory insights across preparation, execution and follow-up
Máté Attila Barna
pp: 78-83, 2026-04-20
Co-Designing Personas with AI: Community-anchored synthesis in the age of generative models
Priscilla Chueng-Nainby, Nabilah Gelshirani, John Lee
pp: 84-87, 2026-04-20
Ghost Touchpoints and the Visible Intent Layer: Exposing invisible automation in a service blueprint
Brigitte Kovács, Daniela Otalvaro, Janelle Leung, Kristel Tan
pp: 88-95, 2026-04-20
Echoing Futures: Prototyping an AI mentor to spark civic imagination in young people
Ashwin Vasudevan, Joan Yieke, Spencer Foxworth, Yuliya Zakolyabina, Tooba Tul Muntaha
pp: 96-99, 2026-04-20
Mapping AI Use in the Employee-centric Hybrid Workplace
Kiwoong Nam, Minna Pietikäinen, Jenna Pennanen, Siiri Jalo, Tarja Kantola, Jia Wang
pp: 100-104, 2026-04-20
Volume 16
Volume 15
Volume 14
Volume 13
Volume 12
Volume 11
Volume 10
Volume 9
Volume 8
Volume 7
Volume 6
Volume 5
Volume 4
Volume 3
Volume 2
Volume 1
