In Anselms’s ontological argument, is the term “perfect” meant in the sense of “absolutely complete” or is it meant in the sense of “utterly flawless”? Because if it is meant in the sense of “absolutely complete” I actually accept that argument! If it is meant the other way, it is one of the sillier misunderstandings of thinking I’ve come across.
All posts by anomalogue
Inducing collective self-actualization
Design Thinking workshops are innovative in the way Multi-Level Marketing conventions are entrepreneurial. These are experiences designed to induce some enticing collective feeling of self-actualization along some culturally desirable axis.
It is a well-known fact among people who actually create: the larger the group the less anything truly new or good is likely to happen.
Infinite uniquity
Westernized “eastern religion” appears to assume that the divinity within each human soul is identical with that of every other human soul, that what is idiosyncratically personal ought to be dissolved and replaced with blissful universality
But what if the opposite is true? — What is a liberated soul is released from universality and is freed for uniqueness as one of an infinitude of unique organs of divine existence, each with its own position and purpose within an incomprehensibly diverse whole, alike only in the fact of its belonging-in-God and its containment of a universe within its own experience.
It is each of us, each divine spark looking out on creation, that makes any one thing the same as another. Each divine spark creates a world-within-world of likeness and sameness which is unlike any other world.
“Freed for uniqueness” means not only to present or express a unique self but to experience uniquely — to exist in uniquity. Among other implications, this means coloring outside the lines of language: experiencing nameless experiences and respecting them despite (or even more!) for their language-defiance. If we are moved to speech we speak poetically, because this is why poetry happens.
But also “freed for uniqueness” means freedom to relate to other unique being where one asks for relationship. If you have ears to hear it, this happens all the time. Each unique being wants its uniqueness known. But this simple desire asks the world of the would-be knower.
Being freed for uniquity enables us to give the world (our present world) when asked, for the sake of a unique being who asks to be known as unique. This is love.
I am not sure I can say I fully believe this vision, and I’m aware of its self-contadictions, but the beauty of the vision cannot be denied and it has the virtue of presenting an alternative to the intuitions of conventional wiseness. Plus, it would be the most liberal metaphysics possible.
(All this may be nothing more than a rehashing Leibniz’s monadology.)
Good definition of religion
Keith Ward: “Religion is primarily concerned with the transformation of the self, by appropriate response to that which is most truly real.”
Deleuze and Guattari on the philosophical trinity
I am trying to understand at least four (possibly) kindred philosophies before I finish and release my own: 1) Deleuze/Guattari, 2) Whitehead, 3) Jaspers and 4) Spinoza.
Deleuze and Guattari’s late collaboration What Is Philosophy? outlines the components of philosophy and the relationships among them as philosophies are brought into existence. There is a lot of useful material here that I suspect might sharpen my own understanding the subjective “objects” of my diagrams and how those subjects relate and interact in the process of intentionally designing philosophies.
The passage below is a relatively clear encapsulation of what I hoped to take from the book, or at least it is clear-ish compared to the rest of the book.
Philosophy presents three elements, each of which its with the other two but must be considered for itself: the prephilosophical plane it must lay out (immanence), the persona or personae it must invent and bring to life (insistence), and the philosophical concepts it must create (consistency). Laying out, inventing, and creating constitute the philosophical trinity — diagrammatic, personalistic, and intensive features.
…Since none of these elements are deduced from the others, there must be coadaptation of the three. The philosophical faculty of coadaptation, which also regulates the creation of concepts, is called taste. If the laying-out of the plane is called Reason, the invention of personae Imagination, and the creation of concepts Understanding, then taste appears as the triple faculty of the still-undetermined concept, of the persona still in limbo, and of the still-transparent plane. That is why it is necessary to create, invent, and lay out, while taste is like the rule of correspondence of the three instances that are diferent in kind.
For a moment I wondered why they didn’t just start with this and develop the ideas on that foundation, but I suppose it would have been opaque if I hadn’t already struggled to make sense of each of the components earlier. It’s one of those necessary difficulties of philosophical writing — in the best philosophy the predicate precedes the subject, often dissolving existing subjects and suspending them prior to resolving them. The protests “what are you even talking about?” or “the words you are using, and way you are talking about that subject is fundamentally off!” or “what is the antecedent to all these damn pronouns you’re flinging about…!?”
Philosophers tend to redefine common words in painfully different ways (and are accused of torturing language), invent new words (and are accused of using technical jargon), or resort to poetic indications of new meanings (and are accused of obscurity and vagueness) — but in all three cases, the objections are in fact to philosophy itself — of being asked to leave an established way of thinking and the language that supports, and reinforces it, in order to inhabit another after a long and painful stretch of trying to get the free-floating, bits and wisps of predicate to coalesce around a cast of subjects!
And I’ll be damned if I’m not finding myself making these protests myself to D&G! Agonizing process, in the most precise meaning of the word.
*
The closer I get to my own philosophy in the philosophical works I read, the harder the reading becomes.
It might be because these philosophies are pushing far beyond the familiar common experiences that mold the socially-accepted meanings of words, and saying truly new things is intrinsically difficult. But part of me wonders if it is like all proximal differences — between siblings’ ages, differences in social standing, cost differences, balances of pros and cons in a difficult choice, minuscule flaws in the near-perfect — the smaller the difference, the greater the rancor! The smallest discrepancy rankles most!
Maybe this principle helps explain the devastation of the minuscule loss described in these lyrics:
Nothing’s changed
I still love you, oh, I still love you
Only slightly, only slightly less than I used to, my love
Facets of empathy
Working in design research, empathy is one of our primary tools. Reflective practitioners quickly learn where they and their teammates have strengths and weaknesses using empathy to produce understanding.
Continuing this week’s trend of identifying distinctions and creating categories, here’s a list of skills associated with what is commonly called “empathy” and what I prefer to call synesis, which is a form of interpersonal understanding that emphasizes worldviews as much as feelings and which sees understanding, not so much as a receptive act, but as an collaborative instauration (discovering-making) between persons (researcher and informant) within a situation.
- Reception – detecting signals from an informant that something requires understanding that is not yet understood
- Reaction – controlling one’s behaviors to permit or encourage signals to emerge
- Perception – interpreting the signals and sensing what they signify from the perspective of the informant — feeling-with or seeing-with, using whatever immediate signals are available to the researcher
- Constraint – suspending one’s own perspective in order to make space for the informant’s understanding
- Response – interacting with the informant to spiral in on understanding whatever truth the informant is trying to convey
- Immersion – developing a tacit sense of the informant’s worldview and “entertaining” it, or “trying it on” through detecting the validity in the informant’s truths
- Application – using a tacit sense of the informant’s worldview to participate in understanding with the informant — to attempt understanding of the situation at hand and explaining it in the informant’s terms
- Approval – iteratively testing applications of understanding with the informant, and continuing to test applications of the informant’s worldview until the explanations are accepted and confirmed by the informant
- Conception – clarifying, articulating and internalizing the informant’s perspective in terms of other perspectives
- Collaboration – dialogically working with researchers and informants to craft new concepts capable of earning approval from all persons involved
*
From this, you can see why the emphasis on emotions — pathos — in the word “empathy” strikes me as impoverished. Synesis (together-being) is a far better word, especially when you take it in the two-fold sense I prefer:
- It is putting together the experiences of a situation so they make sense (understanding a situation)
- It is using the pursuit of understanding a situation to develop understanding between persons.
So, yes, sensing and feeling the emotions of other’s or intuitively grokking their mindset are crucial skills required for understanding, but empathy must not be confused with understanding. It is only a necessary starting point. Further effort and deeper insights are required to develop empathy into genuine understanding.
Et ceterata
So much in philosophy depends on what you mean when you say “everything” and what you mean when you say “infinity”.
*
I think Deleuze and Guattari might give me what I sought in Levinas, but without the cheerless, oppressive weight that Levinas inflicts.
Glossary of unattainable ideals
Sunday morning I was talking with Zoe about different varieties of unattainable ideals, and further developing a distinction I made last week, when I criticized altruism for belonging to a misconception of being and relationship that produces ineffective practices and bad results, contrasting it with “impossible” ideals which can never be fully actualized but which are valuable, nonetheless.
Here’s the start of a glossary of unattainable ideals:
Sacred mirage: an impossible end is justified by intrinsically valuable means — so even though the goal is unattainable on principle (that is, progress even toward it is absurd) the effect of pursuing the ideal is intrinsically good.
Asymptotic ideal: an end can never be fully attained, but steady progress toward that end is possible — so the act of pursuing the ideal can be expected to produce value even if perfection is never reached. Rorty’s concept of progress as measured by movement away from a negative ideal is helpful in cases of asymptotic ideal.
Futile ideal: an unattainable end fails to justify means whose value is purely utilitarian — because the value of the means is contingent on attainment of an unattainable goal the act of pursuing the goal is a waste of time and effort.
Corrupt ideal: a misconceived end produces intrinsically harmful means — so, not only is the end impossible, the means employed to obtain it are damaging. A corrupt ideal is an inversion of a sacred mirage, a “desecrating mirage”.
*
I regard altruism in its myriad forms as a corrupt ideal. It does not produce relationship with real others, but intense feelings toward categories of person who exist primarily in the imagination of the altruist.
I see the illiberal fringes of progressivism as rejecting liberal democracy as a futile ideal, when, in fact, it is an asymptotic ideal, and desiring to replace it with a corrupt ideal, which ultimately undermines their leftism and enthrones them as the elite arbiters of justice according to their own corrupt ideal. The “illiberal left” is not leftist at all, but rather an alt-alt-right who wants to abandon the principles of both liberalism and democracy in order to administer its own moral vision on a majority who does not share their vision (even if they prefer it as a lesser evil to right-illiberalism).
The illiberal fringes of the right also subscribe to a corrupt ideal, antithetical to the left, but antagonistically cooperative with it. I call these antithetical pairings “Ares’s hand-puppets” because they are animated by the same kind of collective hubris that justifies the indignation and retaliation of the other. The illiberal right also pursues an ideal entirely incompatible with liberal democracy, based on scientistic convictions that have nothing to do with science, and which are unacceptable to the majority (even if they prefer it to progressivist-illiberalism).
Liberal democracy, as I said, is an asymptotic ideal, but it also has virtues of a sacred mirage, that is, liberal-democratic practice has life-enhancing virtues apart from the progress it effects, and the more I contemplate it, the more the intrinsic value of the ideal appears to surpass its contingent value. The intrinsic value might even serve as the source of the continent value, in that progress toward the liberal democratic ideal means that increasing numbers of people benefit from the intrinsic value of pursuing the liberal-democratic ideal.
*
Now that I’ve applied these concepts (informally prototype tested them), I’m seeing opportunities for refinement by categorizing unattainable ideals as having three dimensions:
- Practicability (practicable / impracticable): is it possible to progress toward the ideal’s goal?
- Intrinsicality (intrinsic / contingent): How much intrinsic value do the means have?
- Morality (positive / negative): What is the intrinsic value of the means?
An anomalogy
Maybe this is true:
Levinas :: Buber ::: Deleuze :: Whitehead
If :: is the symbol of an analogy, ::: should be the symbol for an anomalogy. Ideally ::: would be arranged as a little hexagon made of 6 dots, to indicate that the system of analogies can crisscross at strange grid-defying angles.
Levinas :: Buber
Deleuze :: Whitehead
There.
*
Speaking of Levinas, I consider Levinas one of my greatest philosophical frenemies, with the highest amplitude of love-hate oscillation of anyone I’ve read.
Years past, Susan has made me stop reading him because he makes me crabby. His ideas are beautiful, but they contain toxic levels of resentiment.
*
The best thing about Totality and Infinity is its title.
Curriculum
I’m not sure I’ve ever been quite this scattered in my curriculum or quite this solid in my own philosophy. Mostly I am jumping around trying to connect my philosophy of design with like-minded thinkers and practitioners. I want to try to organize the leads and strands, so I can keep track of it (or maybe just note my intentions, in case I later want to map out what turned out to go somewhere, versus a dead-end or a road not taken).
Most material-turn thinkers seem to find the metaphysics of A. N. Whitehead to be compatible and supportive of their work, so I definitely want to dig further into his thinking, most likely continuing to use Stenger’s Thinking With Whitehead as a guide.
Stenger and many others refer to the work of Deleuze and Guattari, so when I spotted an episode on them in the completely fantastic podcast “Philosophize This!” (so fantastic, in fact, that I joined Patreon, just to help fund it) I decided to listen. So far, I’m finding their last collaboration What Is Philosophy? to be very close to my views on what philosophy is/ought to be and do. I anticipate finishing this one, before tackling Stengers.
I’m also bumping into Gregory Bateson quite a bit these days. I ran into a reference to him in The Design Philosophy Reader (would also like to finish this this summer, or at least this year, since I’ve decided to root my own philosophy in the bizarre and intensely uncomfortable experiences that permeate a life of strategic human-centered design) — and again in an article on futures literacy, which I plan to finish reading this week.
Last weekend I finished an intriguing paper Latour wrote (translated by Graham Harman — more on him later) on Souriau, which convinced me that I will have to read The Different Modes of Existence soon, which might help me actually understand Latour’s own magnum opus An Inquiry into Modes of Existence.
Regarding Harman, I’ll probably make myself read his introduction to Object-Oriented Ontology, if only to eliminate OOO as a possible area of study. OOO is the one material-turn philosophy that seems almost preposterously wrong-headed, and it is also the hottest philosophical movement in the world right now, embraced by many brilliant people — so what am I supposed to do with that? As I’ve said before, philosophy is a schooling in humiliation, and my reaction to OOO — especially its self-evident foolishness — shows signs that I am failing to understand it. I continue to cautiously reject OOO until I can pin down precisely where it is failing, or until I convert and realize it was right all along. (Until then, however, I believe OOO’s entire trajectory is determined by a fundamental moral confusion endemic to the progressivist regions of today’s popular philosophy, namely, a passionate belief in selfless altruism. I deny not only that it is possible, but that selfless altruism is even a good unattainable ideal. I think the notion of selfless altruism is a result of a conceptual failure and pursuit of the ideal has disastrous moral consequences: it produces an incapacity to develop real relationships with real others, an incapacity to find genuine value in one’s life, and most of all an incurable moral irritability saturated with ressentiment. OOO wants us to try to leave our persons behind in order imagine our(not)selves into the undetectedly withdrawn life of noumena, like inhabitants of Calvino’s imaginary city of Baucis.
Vastly better, in my opinion, generally but especially for the purposes of human-centered design, is postphenomenology. I’ve read part of Robert Rosenberger’s collection Postphenomenological Investigations (Langsdorf’s essay is what reignited my interest in Whitehead as the material-turn metaphysician of choice) and I definitely need to finish it. I’ve already read Verbeek’s What Things Do. I’ll likely read Moralizing Technology next, and then start reading the works of Don Idhe (the founder of postphenomenology) from latest to when he turned his attention to human-technology relationships.
And, speaking of Verbeek — His attacks on Jaspers’s views on technology got me interested in Jaspers work, and strangely, led me into an existential detour earlier this year. I still intend to read (at least) his three-volume Philosophy (which I got scanned and OCRed, so I can read it on my iPad.) Also, Jaspers concept of the Axial Age, has intersected with an obsessive intuition I’m harboring that “we have come to the end of this kind of vision of Heaven”, and might now be starting to move beyond the 2,500-year-old understanding of religion which is so predominant and ubiquitous that we find it difficult to imagine that religion could be anything else. Not to propagate posts in this post-post moment, but I am interested in what post-Axial religious praxis can look like (which would include material-turn ontology set in a panentheistic metaphysics) and I’ve even managed to find a book on it, which, I, alas, also must read, and which threatens to barge in at the front of my reading queue. And of course there’s a whole world of Process Theology out there, based on Whitehead’s thought, which might, for all I know, already be exactly what I’m looking for. I’ve read one book on Jewish process theology, which did not connect with me much, but I don’t think it exhausted the possibilities.
I have a lot of reading ahead of me. I’d love to turn the work into a publicly-acknowledged post-grad academic degree of some kind, but what department in what university would ever award it?
“Behind every cave, a still deeper cave”
What kind of philosophy understands reality in such a way that permits us — or even obligates us! — to design philosophies for ourselves that support, guide, clarify and justify the kind of life we want to live together in the context in which we find ourselves situated?
Part of re-shaping our world, which, in turn, will re-shape us, is reshaping ourselves philosophically as a preparation for more wisely reshaping our world. For me, that’s the most interesting part of the project, corresponding to “framing the problem” and “writing the brief”. But this, itself, presupposes an underlying philosophy that many folks out here don’t share and don’t want to know — a philosophy that seems relativistic to absolutists and absolutist to relativists, idealist to realists and realist to absolutists, liberal to conservatives and conservative to liberals.
But strangely, the reflective doing of little, localized philosophies to solve little localized design problems — a.k.a. strategic design research — gradually regrounds philosophy on this watery foundation, more solid than sand or even rock.
Vibes
Are souls body-size? Are souls ghostly bodies that fit inside the silhouettes of the bodies they haunt and animate? Most of us assume it, even if — or maybe especially when — we don’t look for alternative understandings.
I definitely used to assume this stance toward minds, souls, spirits. I no longer find it persuasive. In fact, I see it as our primary source of political dysfunction and increasing difficulty collaborating on improving our lives together.
What follows is a series of unsubstantiated statements about souls. These are offered for the sake of entertainment, in the sense of “entertain a possibility.” Try these ideas on, and see if they coalesce and help explain phenomena that have defied explanation or articulation, or if they bring realities to life that seemed nonexistent before.
—-
- Every soul is universe-size.
- Every soul has a certain rhythmic density, determined by where it sees reality and relevance.
- Every soul overlaps other souls and shares a world to the degree they “coincide” in matters that matter in common, whether those matters are material or otherwise.
- This overlapping, partial coinciding of souls is at one reason why we speak of other people’s “vibrations” or frequencies: we pick up on whether another person’s pattern of relevance reinforces ours or interferes causing them to miss the point of what we see, feel, do and say, and to see relevance where we don’t (what we see as trivial or pointless) and to get worked up about things that we believe don’t matter or don’t exist. A radically different pattern of relevance can cause someone to ignore the reality of our existence at all, or to skip over the fact of our own existence as an irrelevant bit of irritating noise or as an unsuspected nothingness concealed in a scotoma between the beats of their awareness.
- Respect is nearly automatic when our soul is tuned the same as another, when harmonious belief is natural.
- Respect is difficult when our tunings are different and we find ourselves marching to different drums, interfering with one another’s visions of life, working at cross-purposes, when we find other people… a bit off. Why would we attempt to acquire respect for someone who is maybe not respectable, who maybe doesn’t respect us? We ask: “What’s in it for me to change my understanding?”
Star, trefoil, wheel, spiral
Divine ecology
I have been looking for a “way in” into environmentalism. Intellectually, I know it matters tremendously, but I haven’t felt its importance on a tacit moral “why” level that makes its importance immediate and self-evident. I know this is a philosophical failure — something in my worldview (what Judaism would call levavkha, heart) is preventing a reality from being as real to me as it ought to be (“hardness of heart” toward toward the Earth, and physical reality, in general) — so I have been poking around looking for new angles for conceiving and perceiving our situation.
This passage from Gregory Bateson speaks to me:
Formerly we thought of a hierarchy of taxa—individual, family line, subspecies, species, etc.—as units of survival. We now see a different hierarchy of units—gene-in-organism, organism-in-environment, ecosystem, etc. Ecology, in the widest sense, turns out to be the study of the interaction and survival of ideas and programs (i.e., differences, complexes of differences, etc.) in circuits.
Let us now consider what happens when you make the epistemological error of choosing the wrong unit: you end up with the species versus the other species around it or versus the environment in which it operates. Man against nature. You end up, in fact, with Kaneohe Bay polluted, Lake Erie a slimy green mess, and “Let’s build bigger atom bombs to kill off the next-door neighbors.” There is an ecology of bad ideas, just as there is an ecology of weeds, and it is characteristic of the system that basic error propagates itself. It branches out like a rooted parasite through the tissues of life, and everything gets into a rather peculiar mess. When you narrow down your epistemology and act on the premise “What interests me is me, or my organization, or my species,” you chop off consideration of other loops of the loop structure. You decide that you want to get rid of the by-products of human life and that Lake Erie will be a good place to put them. You forget that the eco-mental system called Lake Erie is a part of your wider eco-mental system—and that if Lake Erie is driven insane, its insanity is incorporated in the larger system of your thought and experience.
You and I are so deeply acculturated to the idea of “self” and organization and species that it is hard to believe that man might view his relations with the environment in any other way than the way which I have rather unfairly blamed upon the nineteenth-century evolutionists. So I must say a few words about the history of all this.
Anthropologically, it would seem from what we know of the early material, that man in society took clues from the natural world around him and applied those clues in a sort of metaphoric way to the society in which he lived. That is, he identified with or empathized with the natural world around him and took that empathy as a guide for his own social organization and his own theories of his own psychology. This was what is called “totemism.”
In a way, it was all nonsense, but it made more sense than most of what we do today, because the natural world around us really has this general systemic structure and therefore is an appropriate source of metaphor to enable man to understand himself in his social organization.
The next step, seemingly, was to reverse the process and to take clues from himself and apply these to the natural world around him. This was “animism,” extending the notion of personality or mind to mountains, rivers, forests, and such things. This was still not a bad idea in many ways. But the next step was to separate the notion of mind from the natural world, and then you get the notion of gods.
But when you separate mind from the structure in which it is immanent, such as human relationship, the human society, or the ecosystem, you thereby embark, I believe, on fundamental error, which in the end will surely hurt you.
Struggle may be good for your soul up to the moment when to win the battle is easy. When you have an effective enough technology so that you can really act upon your epistemological errors and can create havoc in the world in which you live, then the error is lethal. Epistemological error is all right, it’s fine, up to the point at which you create around yourself a universe in which that error becomes immanent in monstrous changes of the universe that you have created and now try to live in.
Reading this, I am understanding that I have morally deemphasized and neglected one of the dimensions of the threefold present, the present “here”. As with present I (in spirit) and present now (in eternity), present here (in apeiron) is a dimension of reality that is us, while infinitely exceeds us (which, I’ve been told is a theological concept called “panentheism“) within which we are responsible participants.
I’m fresh off this insight, so only time will tell what it does to me and my sense of the world. It feels like a breakthrough.
Adonai Echad
If you have lived your life without a center, imagining other places that where you are, rehashing the past, fretting about the future, judging from from everyone else’s expectations and opinions but your own… absolutely, you must (re-)find your center, (re-)establish yourself in the now, learn (re-)learn to live in the threefold present.
It is a basic condition of spiritual life.
For those who have never had it, the experience of discovering I-here-now is miraculous. It is a miracle on the order of witnessing the genesis of the universe from nothingness. And the happiness and benevolence that floods in put one in a paradoxical state of gratitude toward a past to which one can never again choose.
Believing that a world-transfiguring rebirth is what religion is for is inevitable and nearly irresistible. It is self-evidently all-important, in a way that cannot, and indeed, should not, be doubted.
*
Despite its apparent self-evident universality, this kind of work is not the universal, eternal goal of all religious work.
It is hard to imagine from a perspective of needing centering that finding one’s center is not every person’s primary spiritual problem, and it is not the dominant problem of every epoch.
Some people, and some times, have precisely the opposite problem, living only in the present, as if the threefold present is all that exists. They live solely in the here-and-now, pursuing only what they perceive as important, viewing life only from their own crystal-clear perspective, heedless of the future, contemptuous of the past, and giving little thought to the myriad centers existing around their own centrality.
For people in this condition, finding the beyond — the reality of reality beyond the periphery of one’s own experience is the one thing most needful.
*
Due to an uncanny convergence of events, I’ve been meditating on this theme for a couple of weeks, and I’m going to speculate somewhat recklessly from what I think is a Jewish perspective.
Finding one’s center in the threefold present and learning to participate in life from this center — “I am here being” — corresponds to God as YHWH.
Learning to live from this center toward the myriad other centers (all of whom live from centers of their own) out into myriad overlapping peripheries corresponds to God as Elohim (whose name is plural).
Understanding that YHWH and Elohim is one, and dedicating one’s life with the entirety of one’s heart, soul and strength to living from this reality toward this reality, as a responsible citizen of God, embracing more and more through collaboration with my fellows — that’s the religious ideal that guides me.
Raising sparks
I’ve learned to recognize significance in anxiety, in love, in anger — a significance which points to relationships to transcendent realities through which we have a relationship with transcendence per se, through understanding or wisdom. I am going to start looking for analogous (or anomalogous) significance in other experiences, responses and actions as well, especially ones related to beauty, splendor, duration, foundations and sovereignty.
“Escape from Flatland”
Continuing from earlier, it might even make sense to push the dimensionalizing further…
Touch-point design is the kind of design done by specialized design in a particular medium such as graphics, ID, interaction, architecture, etc.
Touch-line = single-channel experience strategy — shaping a series of experiences within a single channel and defining the design problem for one or several touch-points within that one channel path. This is the work a user experience strategist typically does.
Touch-plane = the same thing, but defining the experience across every channel path. This is the work omnichannel experience strategy does.
(There’s a fair amount of fluidity between UX and omnichannel, and of course UX designers often do UX strategy to define their single touch-point designs.)
Touch-space = service design. Now we have intersecting actors, each with experiences and free-will all intersecting in the delivery of a service, creating in these intersections many experiences for many actors. Service design has developed and continues to develop tools able to aid understanding and shaping of these intersecting, interacting experiences.
Now service design is no longer one more scale of “zoom-out” to encompass more of one experience but a way to handle the fact that experiences are the result of experiences, and that all experiences, whether at the official front-stage (the customer) or at the back stage (always front-stage for someone!) — all these experiences matter and they all affect one another as a system.
I suppose I could use the story of Flatland as a structuring metaphor.
Touch-points, touch-lines, touch-planes
If I were giving my talk on the differences between design researching service design problems versus UX problems today, this would be my talk:
*
A confession: not long ago I thought of service design as just one variety of experience strategy, specifically an experience strategy that defines the experience of a process, a connected series of events experienced specifically as a series of events, perceived as a story.
I no longer believe this. Service design is a form of design strategy, that includes experience strategy and relies on it heavily, but service design is not reducible to experience strategy. I will explain why shortly.
It will all come back to a somewhat peculiar definition of design I subscribe to: that design shapes hybrid systems comprising people and things — people being understood as free-willed actors, and things as algorithmic, rule-based actors. In design, free-willed, experiencing people are part of the design and we try to give people good reasons to freely choose to cooperate with our designs. An implication of this definition is that a design only kicks into action and becomes what it is when a person interacts with it, producing an experience.
(Engineering, in contrast defines its systems to carefully exclude the people-elements, or if people are an unavoidable element in a system to treat them as predictable rules-following elements, either by imposing rules through policy, logic, commonsense or written instructions, or governed by peculiar psychological rules that can be discovered and used, or just to be irrational noise which is someone else’s problem.)
(I’ll remove this from the talk, but here’s my own inflammatory editorial: This is why only hacks claim to design when the people component is present in the process only as an imagined “The User”, or a trail of past behaviors synthesized into some sort of abstract behavior-producing entity to game into compliance with one’s own schemes. This sort of thing makes me super-angry, especially when I suffer from it as a user. One of the more catastrophic conceits of the 20th Century was the equating of rigor and being sociopathic, that is, attempting, on principle, to cleanse every “scientific” question of subjectivity, in pursuit of objectivity. Much of this stunted philosophy is still with us today, and it seems to be enjoying a sort of renaissance.)
Before looking at the crucial difference between designing experiences and designing services, let’s take a minute to clarify the relationship between time and experience:
Though all experiences take place in time, the “object” of the experience is not always a process where time is foregrounded.
The experience may be of having or using a physical artifact, or a digital artifact. It may be of being inside an environment.
The experience may also be of some user-directed activity with its own object, where the designed artifact is as inconspicuous as possible within the experience. This is how the design of tools ought to be approached.
(By the way, if you are into philosophy, and this line of thought captures your imagination a school has developed around our relationships with things, which is directly relevant to design: Postphenomenology.)
And yes, in service design, a crucial element of the design will be a customers, patient’s, employee’s experience of a connected series of events, and the flow of time is a big part of the perception of the experience. This is why we are always gathering, analyzing and documenting experiences in the form of stories and journeys.
And obviously, our overarching experience with many objects — say, a car — is a mixture of nearly every kind of design we mentioned, a physical thing we look at and enjoy, an environment, a tool that might disappear into our driving, and, sometimes, unfortunately services to help us buy, fuel, maintain, modify and eventually sell the vehicle. Looking at the car in a long line of touch-points from start to finish is good experience design, and until recently, I would have said this was service design.
Notice, I differentiate touch-points, which are relatively short spans of time and lines of touch-points. If you’ll forgive the coinage, I propose we call these connected touch-points touch-lines, at least for the purposes of the big point I want to make.
The big point is this: service design conceives a service as a mesh of intersecting experiences — of woven-together touch-lines. Let’s call this a touch-plane. When we look at a service through a service design lens, we see the delivery of the service, not as a mere means to one actor’s experience, but a matrix of intersecting experiences, most of which are processes experienced by a person — all of which must be designed properly if the service is to function as intended. A customer’s journey criss-crosses multiple employee’s journeys, which cross-cross manager’s, vendor’s, regulator’s, etc. journeys.
Obviously, we cannot design every single touchpoint for every single actor in a service, but when designing services we do not automatically choose and prioritize one actor’s or user’s experience as the end and relegate everything else as a means. We do what designers always do and make the smartest-possible tradeoffs across all parts of the experience plane.
So it should not be hard to figure out how this long roundabout discussion comes back around to the key question: what makes service design research different from UX research? If research for experience strategy clarifies what one actor’s/user’s end-to-end experience is, and requires deep knowledge of that user’s context, in order to define the design problem in one or multiple touch-points, service design requires study of multiple actor’s/user’s experiences and understanding how these experiences intersect and interact across a touch-plane and looking for opportunities to improve the experience for everyone involved in and experiencing the delivery of the service.
Missing quote
I am trying to find a quote that I think exists or ought to exist somewhere.
An expert sees answers where everyone else sees only questions. A philosopher sees questions where everyone else sees only answers.
Arrogant equality
To arrogance, an egalitarian attitude looks like impudence.