This Is Service Design Doing

Chapter 9. Service Design Process and Management

Understand, plan, and manage the adaptive and iterative activities of service design.

Expert comments by: Simon Clatworthy | Jamin Hegeman | Julia Jonas | Kathrin Möslein | Giovanni Ruello | Francesca Terzi | Christof Zürn

1. 9.1 Understanding the service design process: A fast-forward example

2. 9.2 Planning for a service design process

   1. 9.2.1 Brief: Purpose, scope, and context

   2. 9.2.2 Preparatory research

   3. 9.2.3 Project team and stakeholders

   4. 9.2.4 Structure: Project, iterations, and activities

   5. 9.2.5 Multitracking

   6. 9.2.6 Project phases and milestones

   7. 9.2.7 Outputs and outcomes

   8. 9.2.8 Documentation

   9. 9.2.9 Budgeting

   10. 9.2.10 Mindsets, principles, and style

3. 9.3 Managing the service design process

   1. 9.3.1 Iteration planning

   2. 9.3.2 Iteration management

   3. 9.3.3 Iteration review

4. 9.4 Examples/process templates

5. 9.5 Cases

   1. 9.5.1 Case: Creating repeatable processes to continually improve services and experiences at massive scale

   2. 9.5.2 Case: Managing strategic design projects

   3. 9.5.3 Case: Using a five-day service design sprint to create a shared cross-channel strategy

1. This chapter also includes

   1. Iterations

   2. A design process does not end with a concept!

   3. Dealing with constraints

   4. (Co-)team building

   5. When to involve service design experts

   6. Examples of key outputs for documentation

   7. Tips for working on a shoestring budget

   8. The daily stand-up

   9. “Why should I join your project?”

   10. Conducting a team retrospective

Managing Iterations

In this chapter, we’ll take an in-depth ...