Power of Ten with Andy Polaine S4 Ep9: The Materials of Service Design
Mar 26, 2025
Johan Blomkvist, an Assistant Professor at Linköping University, and Stefan Holmlid, a Professor there, dive deep into their book, exploring the pivotal role of materials in service design. They discuss the interplay of tangible and intangible elements in service materials and introduce a practical three-part categorization. Time emerges as a vital service material, influencing pacing, rhythm, and public transport experiences. They also emphasize conversations and behaviors as key materials, along with the evolving role of AI in design, making it a must-listen for service design enthusiasts.
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Services Are Tangible And Intangible
- Service materials are both tangible and intangible and always exist in the world.
- Treating materials as hybrid (not either/or) reveals richer design possibilities.
Use A Simple Material Taxonomy
- Classify materials to make them generative and actionable in practice.
- Use simple categories like traditional, co-design, and catalyst to guide how you work with each material.
Time Has Two Design Modes
- Time as a material has two modes: chronological and kairotic (experience-based).
- Designing services requires handling both measured sequence and the felt right moment.
