Change Management

Delivering change is what service design projects are all about. Managing this change is an ongoing challenge that begins at the earliest stage of the project, and everyone on the project needs to be involved in shaping and sharing this responsibility.

Specific considerations for managing service design change include:

Communications & Change Planning

Identify who needs to be involved in the project and at what level. Anticipate needs, concerns and motivations. Plan individual and group check-in points to address those needs, keep people informed of progress and manage expectations and commitments.

Visual Thinking & Making

Making things concrete makes them easier to communicate. That can be through infographics, diagrams and models, or through mock-ups, prototypes or simulations. Making the vision, ideas and desired future tangible will increase understanding and help your change efforts.

Briefings, Working Group, and Other Project Meetings

Briefings can take place individually and with groups. Early briefings should secure endorsement for the project and the approach. Regular working group meetings are also important avenues for communication and change. Project management approaches may have other requirements, but ensure that there are ongoing check-ins between all stakeholders.

Shifting Culture & Mindset

A service design project is an opportunity to create positive cultural shifts and changes that come directly from participating in a project, seeing success, and being part of the larger programs for service improvement. Conducting activities for training and involving people directly in the project work is a great way to shift culture and mindset in the right direction.