What does it mean to ‘queer’ design?

Looking at the mainstream practice of service design today, something is clearly not working. Over the past decade, service design has evolved into a commodified brand or product—one that has been streamlined, sanitized, and codified into something devoid of personality or individuality. When we talk about service design, we’re referring to “the discipline of organizing all the parts of a service (the people, processes, tools, requirements, communications, etc.) in a way that can make...