Time, timing, time-ing

This chapter suggests that time is a material that plays a critical role in service design. The authors propose that time can be viewed through two different lenses: Chronos, as the chronological understanding of time, and Kairos, the understanding of time as being opportune or right. The authors argue that time is not only a measure of duration, but it also shapes and forms other design materials. In service design, time can be used to position key actions at the appropriate time, making the service more meaningful. Additionally, time is formed by what actors do in a service, and the order in which actions are taken. The authors also propose that language related to efficiency directs attention to time that can be measured, and how actors use time. They introduce concepts from music, such as tempo, meter, rhythm, and phrasing, to understand how time can be formed and used as a material in services.