Service design as finished business

The problem of poor quality presentations of service design projects is often waved away by pointing to the intangibility of services, and to the continuous nature of service innovation. On the interactive model, various personas could be placed at different sites in a neighborhood, and for each chosen position a video explained how that persona could become locally employed at that particular site. This format worked well: people got involved by an overview of an open and inviting proposition, they got to see video material but only if they prompted it by placing personas on locations in the model, and they got textual and graphic information about the design as a plan for scaled-up production. The show at the RCA seemed sensitive to this issue, and most of the proposed functional specifications of the new services invited visitors to think along with the designers how a new service could be used.