This Is Service Design Doing

Chapter 8. Implementation

Service design should not end with a concept or a prototype. The aim must be to have an impact on people, organizations, and the bottom line.

Expert contributions and comments: Erich Pichler | Jürgen Tanghe | Julia Jonas | Kathrin Möslein | Klaus Schwarzenberger | Minka Frackenpohl | Patricia Stark

1. 8.1 From prototype to production

   1. 8.1.1 What is implementation?

   2. 8.1.2 Planning for human-centered implementation

   3. 8.1.3 Four fields of implementation

2. 8.2 Service design and change management

   1. 8.2.1 Know how people change

   2. 8.2.2 Understanding what will change

   3. 8.2.3 Beliefs and emotions

3. 8.3 Service design and software development

   1. 8.3.1 Basic factors

   2. 8.3.2 Implementation

4. 8.4 Service design and product management

5. 8.5 Service design and architecture

   1. 8.5.1 Stage 1: Mindset change

   2. 8.5.2 Stage 2: Needs assessment

   3. 8.5.3 Stage 3: Creation

   4. 8.5.4 Stage 4: Testing

   5. 8.5.5 Stage 5: Building

   6. 8.5.6 Stage 6: Monitoring

   7. 8.5.7 On the other side: What can service design learn from architecture?

6. 8.6 Cases

   1. 8.6.1 Case: Empowering employees for sustainable implementation of a service design project

   2. 8.6.2 Case: Implementing service design to create experiences, momentum, and results in sales

   3. 8.6.3 Case: Implementing service design in a software startup.

   4. 8.6.4 Case: Creating measurable business impact through piloting and implementing service design projects.

1. This chapter also includes

   1. Pilots: Prototypes or implementation?

The Sharp End of Service Design

Implementation – ...