In my “Six Sensibilities of Service” course, I’ve gone back and forth on naming one of the sensibilities. I’ve called the same sensibility both “Reciprocal” and “Mutual”.

Each has advantages and tradeoffs.

“Reciprocal” emphasizes the interactivity inherent to the sensibility. An interaction takes place where value is exchanged between participants in a service.

“Mutual” emphasizes sharedness — specifically, shared benefit. In a good service, an exchange is well-designed when it is of mutual benefit.

This sensibility is meant to represent an idea in Service-Dominant Logic (SDL) which has variously been called “value exchange” or “value-co-creation”. The former seems to favor “reciprocity”, where the latter seems to favor the latter, as the participants in the service collaborate to produce an event of mutual benefit to all involved.

I still don’t know which term I prefer. This is partly because this sensibility belongs to a larger system of sensibilities, which includes one called “Polycentricity”, which is a way to translate pluralism into designerly terms. Until recently, most designers who have defined their goals with a single subject in mind — a user, a customer, an employee. Even when they have designed to accommodate multiple personas, those personas were understood as isolated subjects of the experience. In service design multiple participants experience the service simultaneously, and experience one another within that service, each a center-point of their own experience. It is within this polycentricity that reciprocity and mutuality occurs or fails to some degree.