Hayley Bruford and Lilias Adair
‘Service with her Smile’ is an investigation into the emotional labour that is required of those who operate within the service industry. We approached this by deconstructing repeated elements of the performance of labour and redesigning them, using the material cultures within those spaces. We used Taylorism - a model of efficiency that was used in manual labour spaces after WW1 - to look into the efficiency of the service worker script, as a character or persona that becomes saturated over time. One such persona we focussed on was the flight attendant, specifically in terms of their script; the service with a smile, and their physical performance of work.
Whilst initially investigating this through representations in popular culture, The Tom Fund enabled us to experience first-hand a short British Airways flight attendant training course. Without this opportunity our understanding of the industry would have been based on assumptions and generic social understanding of the role. The fund supplied an enriched experience of the expected occupational performance in the airline service industry which has been imperative to the project development.
The training enabled us to both experience a corporate training system which asks one to edit yourself into a stereotypical character. It’s this self editing and curating, for a job, that our project critiques. Moreover, the experience of having to perform ourselves, whilst attending the course has become an incredibly meaningful and poignant moment in our project research. As serious as it all sounds, it was also just a fascinating experience, learning about different planes, emergency landings, survival skills and of course meeting all the interesting people that were aspiring to become BA flight attendants - it really was brilliant.
As you might expect, with the good there comes the bad, and for us there have been some moments of struggle and doubt within the project, however The Tom Fund gave us something incredibly enriching and poignant - not just for our project but also for us as designers, beginning to engage in the world through the material we create and we’re incredibly grateful for it.