The current practice of service design fails when used to develop services for poor and marginalized communities.
Service design is currently centered around urban and affluent contexts.
Service design theory has evolved with a focus upon privileging expert discourses in a predominantly urban context (Shostack 1982; Normann 2000; Leadbeater and Cottam 2008) This form of practice is focused upon redesigning existing services to either reduce cost, or improve customer experience and is predominantly targeted at urban, educated and affluent consumers of services (Frug 1998; Glaeser, Kolko et al. 2001). Service design theory has two main themes:
- • Affordances and technologies of interaction.
- • Increasing ease of access to services.