What is Service-Craft?
Over the last century, the arc of development of design practice has been from objects, to systems, to communities of systems. Design practice has moved from a focus on hand-craft and form, through an increased focus on meaning and structure, to an increasing focus on interaction and servicesawhat we call "service-craft."
Service-craft includes the design, management, and ongoing development of service systems, the connected touch-points of service delivery. Touch-points are where participants interact with service providers or machines, either in person or through communications networks. For an airline, its website, check-in kiosk, flight attendants, and seats are some of many touch-points. Shelly Evenson describes service as "the experience participants have as they move through a series of touch-points."
