Capitalist service design is grounded on a theater metaphor that guides service designers to make work invisible, away from customer scrutiny and public accountability. In this way, service design contributes to hiding the extreme work exploitation that digital service workers undergo, generating a situation where workers can only reclaim their visibility through striking. If service design wants to contribute to making work visible and recognized, it needs another theater metaphor. This talk presents Theater of the Oppressed as an alternative metaphor and methodology for a critical Service Design practice.
Guest lecture in the Codesign in Services course taught by Dr. Fernando Secomandi, TUDelft.
Video
Slides
Audio
