As a consumer in late capitalism, you increasingly exist in one of two, distinct realities: the one in which services are provided without a hitch, and another reality entirely, the crazed Kafka-esque labyrinth of call centres, a world without memory, where cause and effect come together in mysterious, unfathomable ways, where it is a miracle that anything ever happens, and you lose hope of ever passing back over to the other side…

In this experience of a system that is unresponsive, impersonal, centreless, abstract and fragmentary, you are as close as you can be to confronting the artificial stupidity of Capital itself”

Mark Fisher on service design (sort of). RIP.