Contents
Acknowledgements vii
Preface ix
Prologue: defining material xiii
Part 1 Introduction: something made the object of study
1 The move away from matter in art and design 3
2 The core of design is in the making 7
3 Representations in service design 19
4 Service as material 27
5 Cultural bodies empowered to perform services: a critical perspective 43
Part 2 The constituents of which something is composed
1 Introduction to a library of materials 53
2 Social structures 59
3 Touch-points as a material 65
4 Thinking: an underexplored service design material 71
5 Culture as a material 77
Interlude 1: Materiality in design from a practitioner perspective: interview with Markus Edgar Hormeß, Adam Lawrence and Marc Stickdorn (26 April 2022) 83
6 Time, timing, time-ing 89
7 Organisations as material 95
8 Conversations as a service design material 101
9 Ritual: meaningful material for service design 107
10 Certainty and its artefacts 113
Interlude 2: Expertise as material of service design: interview with Lavrans Løvlie (2 December 2021) 119
11 Collaborations 125
12 Behaviour as service design material 131
13 Experience as a material 137
14 Data matter: as data become matter, design matters 143
15 Clay: a tangible catalyst 149
Interlude 3: Data as material of services 157
16 Human bodies 167
17 Sound 173
18 The service offering as a material 179
19 Policy, governance 185
Part 3 Qualities by which something may be categorised
1 Making sense of a material mix 193
2 Categorisation of materials as a way of understanding their characteristics 197
3 Addressing the material mix: service as hypermaterial 213
4 Layered materials and layered materiality 223
5 A move towards a framework for materials 229
Part 4 A performer’s repertoire (the service designer’s material)
1 Aesthetics in service design 237
2 Service phantasms 253
3 Service and design as bricolage and rhizomes 261
4 Returning to the foundational question 269
Index 277