Unmaking the user journey. Fostering alternative Service Design futures
Bibliographic record
Abstract
This paper bridges the discussion on a more ethical Service Design practice with the one on Dominant Design. It points out the neo-liberalist and late-capitalist roots of Service Design, which are often a barrier to envisioning ways for the discipline to be more inclusive and sustainable. A closer analysis of the user journey, the backbone of Service Design practice, highlights its critical structural issues and how it informs potentially harmful processes and outcomes. The exclusive focus on user and human-centredness prevents service designers from embracing an ecosystem, plural and antihegemonic practice.
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How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.023 | 0.016 |
| Meta-epidemiology (narrow) | 0.001 | 0.001 |
| Meta-epidemiology (broad) | 0.001 | 0.001 |
| Bibliometrics | 0.002 | 0.002 |
| Science and technology studies | 0.015 | 0.045 |
| Scholarly communication | 0.026 | 0.032 |
| Open science | 0.002 | 0.025 |
| Research integrity | 0.007 | 0.005 |
| Insufficient payload (model declined to judge) | 0.012 | 0.004 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".