> ## Content Index
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> Use this file to discover other available public pages before exploring further.

# The front-stage we controlled collapsed
- URL: https://www.gazzetta.xyz/touchpoint-article/
- Published: 2026-06-19T02:31:56.000Z
- Updated: 2026-06-21T17:25:38.000Z
- Description: Lessons from newsrooms for the practice of service design, in the latest edition of Touchpoint.
- Author: Patrick Boehler
- Tags: Service Desk, Research Process

For a generation, news organisations built relationships with audiences through touchpoints they did not own. Infrastructure such as search, social, aggregators and app stores belonged to someone else and was optimised for their purposes. 

When it reorganized around engagement economics, advertising and AI summary layers, the service lost its primary contact surface. What remained was a large back-stage with no reliable front-stage to support it.

![](https://storage.ghost.io/c/f6/2f/f62f4694-9b17-4f3f-83eb-a91d1b7fcb04/content/images/2026/06/karas_boehler_2.jpg)

Read the full article of our contribution to the [latest edition of Touchpoint](https://service-design-network.org/touchpoint%5Farticles/touchpoint-vol17-no2-emerging-service-design?ref=gazzetta.xyz), the leading service design magazine, on Emerging Service Design.