Field note
Praxis for Service Design
Touchpoints matter because they carry promises people rely on.
By Find the Praxis
A service journey is not complete because every touchpoint occurred. It is complete only if the relied-upon promise survived the journey.
Praxis gives service design a way to connect frontstage signals, backstage work, evidence, handoffs, and repair around the promise the person actually relies on.
Use it on one touchpoint
- What promise does this touchpoint carry?
- Who relies on it?
- What do they do because they trust it?
- What backstage proof would matter?
- What repair path exists if the signal is wrong?