The front-stage we controlled collapsed
Lessons from newsrooms for the practice of service design, in the latest edition of Touchpoint.
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 reorganised 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.
Read the full article of our contribution to the latest edition of Touchpoint, the leading service design magazine, on Emerging Service Design.
