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Service Design Management - Setting the Stage for Implementation

Have you been looking for improving your Service Design Implementation work?

Successfully implementing service design projects is crucial to creating a real impact. But what are the barriers to delivering new services, and what are the optimisation potentials? How can service designers support implementation? How do we bridge the knowing-doing gap?

Service Design Management - Setting the Stage for Implementation with SDN Acc. Master Trainer Dr Tina Weisser is returning to the SDN Academy on March 14 & 21, 2024! This workshop will introduce you to the fundamentals of service design implementation and organisational change. We will discuss strategies to ensure that user experience concepts are not getting blocked internally and ultimately removed from the priority list. You will also start to think about implementation at the right time and have in place everything that you will need along the way. You will learn what are key prerequisites, conditions and skills needed.

Excited to know more? Dive deeper into the details below!


5 Tips for Service Design Implementation

  1. Start to think about implementation from day one.

  2. Identify internal blocking and supporting forces.

  3. Involve internal or external change management specialists to support

  4. Build a common understanding of service design terms.

  5. Create a movement and inspire people with great examples.


What are the takeaways from this training?​

  • How to create the right conditions within your company

  • What success factors are key prerequisites that you need?

  • Skills, roles, and responsibilities that are essential

  • Underlying systemic principles

  • Useful organisational change models

  • How to deal with resistance and cognitive biases

Dates and Times - CET (GMT+1)

Module 1: March 14 | 8–11.30 AM

Module 2: March 21 | 8–11.30 AM

"To date, there is no model in service design research that offers a comprehensive analysis and structure of the influencing factors in the implementation of projects. Based on the empirical results, the KUER model was developed, consisting of four phases and main activities (see Diagram). KUER stands for ‘Key Prerequisites’, ‘Understand & Discover’, ‘Enable & Define’ and ‘Reinforce & Deliver’."

from Touchpoint - the Service Design Journal "Successfully Implementing Service Design Projects" - Tina Weisser - Birgit Mager (She/Her) - Wolfgang Jonas. Read the full article here.

Target Participants

Senior service designer or experienced service designer, innovation or UX managers, agile coaches, product owners, and anyone interested in the topic.

Financial Inclusion

The Service Design Network supports financial inclusion as part of our DEI mission (Diversity, Equity, and Inclusion), based on the world bank clusters. So, if you think you are eligible, please contact us at

Reading recommendations for Service Design Management and Implementation:

Coming Soon: Service Design ImplementationTouchpoint Vol 14 No 3


Free for SDN Member

One can imagine the design process as the designer’s own journey; one that moves from 'defining' to 'delivering', and invariably encounters some difficulties along the way. Although we have a range of creative tools and methods at our disposal as we progress, it's typically the last phase we see as the biggest challenge: implementation.


Coming soon: The newest issue of Touchpoint - The Service Design Journal

From Design to Implementation -

Touchpoint Vol 10 No 1

Free for SDN Member

With this issue of Touchpoint, we celebrate a milestone tenth year of publication. And rather than choosing a simple theme, we decided to tackle one of the trickiest problems of service design: How does service design continue delivering value through to implementation? In other words, what happens after that second diamond?

Service Design and Change Management - Touchpoint Vol 11 No 3

Free for SDN Member

Delivering new services into the market, or improving existing ones, often means fundamental changes within the service provider itself. As the organisation grows larger – or the service more complex – more and more roles are touched by our work. For those seeking to understand how to bring about the required change in an organisation, and feel adrift beyond the second diamond, we hope you find new inspiration, techniques and avenues of exploration in the pages of this issue.



Service Design Practitioner Curriculum (Training + Acc.)

June 4 - August 20, 2024

SDNA online live course

Course language:



The Service Design Practitioner Curriculum is designed for those who want to build a solid foundation of service design practice and gather theoretical foundations, methodological skills, and practical experience.

Systems Thinking: The Yin and the Yang sides

on-demand course

SDNA on-demand curse

Course language:



Through this course, learners will develop the essential attitude of thinking in systems, reflecting on thought patterns, comprehending relationships, connections, and interrelations, and exploring a wide variety of disciplines.

Service Design Management

July 18 & 25, 2024

SDNA online live course

Course language:



Learn how to tackle service design implementation in this SDN Academy Masterclass.

Service Design Leadership Lab

July 4 - Oct 16, 2024

SDNA online live course

Course language:



Nowadays, leading (service design) teams is a very responsible and demanding task in both traditional and agile organisations. This 4-module learning journey is designed to support current or prospective leaders in managing their broad range of daily tasks.

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