I have been thinking a lot lately about value exchanges, the heart of service design.
In service design we try to arrange things (in the broadest possible sense) so that each person involved in a service — whether receiving it, delivering it on the front lines or supporting it behind the scenes — feels at each moment of the experience that the service is “worth it”.
At every moment of a service each “service actor” — each participant in the perpetually emerging service — invests something valuable in order to receive something even more valuable. “Worth it” is not often a calculation. More often it is a felt intuitive verdict.
As long as every service actor involved feels what they are doing is worth it, the service itself flourishes.
To the degree all the value exchanges that make up a service feel worth it to all service actors, the service works.
To the degree the value exchanges that make up a service feel not worth it to any of the service actors, the service begins to break down. Service actors begin to withdraw, or cheat the system, or they drop out of the service altogether. And the service becomes less and less worth it to any of the actors, until it eventually fails and dies.
I am thinking about value exchanges because things no longer feel worth it to me.
I have no place where I am right now. I am galut.
I am trying to decide if providing service design services to clients can ever be worth it, anywhere.
When I bring it all back to value exchanges, I feel worth welling up in me.
“Value exchange” to most ears, my own included, sounds crassly transactional.
But I suspect that this might be the result of a prejudice against economics.
(Many of us carry vestiges of Christian values in our basic moral attitudes. We confuse the Christian faith with Christian doctrinal content. But that new wineskin Jesus made to hold that new wine of his, is exactly the same container that today holds our hypercharged weirdness toward sex and gender, our conviction that the last among us are first, and perhaps, most of all, our ambivalence toward money. The most secular idealists I know grasp their godless convictions in a christoidal death-grip.)
Look at the etymology of the word economy. It is all about the ordering of a home.
And value? Value is just some portion of love.
Exchange? We exchange money, yes, but we also exchange gifts and glances. All giving and receiving is exchange.
Even the word “transact” becomes lovelier under scrutiny. It is even prettier than “interact”. In transaction, we act across the boundaries of individuality.
We are accustomed to think of needs in terms of deficit. We need something we lack.
But it seems clear that the need to give is equally important.
If we are unable to give what we feel we exist to give we feel less than human.
Black Elk seems to have universalized this need even beyond the human species: “The Six Grandfathers have placed in this world many things, all of which should be happy. Every little thing is sent for something, and in that thing there should be happiness and the power to make happy. Like the grasses showing tender faces to each other, thus we should do, for this was the wish of the Grandfathers of the World.”
Mary Douglas’s introduction to Marcel Mauss’s The Gift: also speaks to the need of value exchange for social solidarity:
Charity is meant to be a free gift, a voluntary, unrequited surrender of resources. Though we laud charity as a Christian virtue we know that it wounds. I worked for some years in a charitable foundation that annually was required to give away large sums as the condition of tax exemption. Newcomers to the office quickly learnt that the recipient does not like the giver, however cheerful he be. This book explains the lack of gratitude by saying that the foundations should not confuse their donations with gifts. It is not merely that there are no free gifts in a particular place, Melanesia or Chicago for instance; it is that the whole idea of a free gift is based on a misunderstanding. There should not be any free gifts. What is wrong with the so-called free gift is the donor’s intention to be exempt from return gifts coming from the recipient. Refusing requital puts the act of giving outside any mutual ties. Once given, the free gift entails no further claims from the recipient. The public is not deceived by free gift vouchers. For all the ongoing commitment the free-gift gesture has created. It might just as well never have happened. According to Marcel Mauss that is what is wrong with the free gift. A gift that does nothing to enhance solidarity is a contradiction.
When I view service design in this expanded sense, it begins to feel not only important, but maybe the one thing most needful in this alienated, anomic time.
Unless someone will receive what we most need to give, we do not feel human.
Each of us in society needs to give some particular gift.
And if our gift is refused, we are no longer at home here.
It might be that our own souls are held together by value exchange. Imagine soul as society writ small. Imagine intuitive centers as citizens of our soul. Our souls are intuitive centers, full of potential for value exchange, awaiting opportunity to do its thing for the rest of ourselves. One intuitive center of our pluricentric selfhood serves another with what it perceives, or does, or knows, and another intuitive center responds in kind.
But our souls are sometimes of two minds. Sometimes we hate ourselves. One intuitive center denies the validity of another and refuses its gifts, perhaps because it misunderstands what is given.
Sometimes an organization has great use for one part of us, while scorning other parts, and in order to belong to the organization, we must alienate the best parts of ourselves. This can happen among friends, too.
Our self is permeable, nebulous, unstable, ephemeral.
Our self also extends itself into materials and environments.
This is only tangentially related to value exchanges, but I’ve been waiting for an opportunity to say it, and this seems like the time.
Saint-Exupéry (author of the Little Prince) said “Love does not consist in gazing at each other, but in looking outward together in the same direction.”
I have formed some of the best relationships of my life looking outward in the same direction with my fellow designers. And not only looking, but acting together, collaborating on problems, even before they came into clarity as problems, when they were dreadful and perplexing aporias.
And when this has happened, all of myself, too, looked out in the same direction. All the citizen intuitions of my soul were united in solidarity and mutual respect, and I was whole.
We all need this so much more than we know.
Service design cannot accept a value exchange that rejects its best gift, the most needful gift: restoration of soul to the world.
