Touchpoints become carriers.
service design
Praxis for Service Design
A journey map is not enough if it cannot show where the promise was betrayed.
Start in the practice language people already use. Then use Praxis to distinguish the signal from the promise, the carrier from the capability, and proof from the status label.
Diagnostic move
Translate the practice into promise work.
A journey may show every touchpoint completed while the appointment was never truly reserved. The Praxis move is to ask which touchpoint carried the promise, what backstage proof protected it, and who owned repair when capacity changed.
The question is not whether the familiar artifact exists. The question is whether that artifact witnesses the promise people actually rely on.
- Signal
- The label, state, event, journey step, or metric that says something happened.
- Promise
- What someone treats as true because the product signaled it.
- Carrier
- Where, through whom, or through what the promise was encountered.
- Proof
- Evidence that would matter to the relying person, not only the internal system.
- Repair
- The owner and path when the promise cannot hold.
Translation
How Praxis enters this practice.
Journey completion becomes promise preservation.
Frontstage signals must be backed by backstage proof, ownership, and repair.
Signals to inspect
Start with one label.
confirmed
transferred
resolved
safe to proceed
Worksheet
Keep the review concrete.
Download the worksheet, choose one signal, and write the proof and repair path before discussing the theory.