Touchpoints: The frontstage we controlled collapsed

Lessons from newsrooms, our article in Vol. 17, No. 2 of the service design magazine

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.

Read the full article of our contribution to the latest edition of Touchpoint, the leading service design magazine, on Emerging Service Design.

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Plumia Fellowship

⭐This post was originally published on Plumia's website. Exploring what it means to build a country on the internet Over three months, the Plumia Fellowship supports visionary thinkers, artists, and researchers who are reimagining the foundations of digital civilisation. Fellows receive funding, mentorship, and global visibility as they

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How should we tax internet countries?

Q&A on industry opportunities and setbacks with young news product leaders

We asked where journalism gatherings go wrong: Here’s what we heard

Plumia Fellowship