Service Design
05 / Implement & Measure
Key question
How will the new service become part of everyday life?
Even the best idea is useless if it gets bogged down in the daily grind. Implementation means bringing people along with you, rolling things out step by step, and measuring whether it truly makes a difference. Service design doesn't end with the concept; it guides the change.
Learning objective: You will be able to introduce service improvements step by step, engage employees, and measure success using simple metrics and discussions.
Start small, learn big.
5.1 / Introduce step by step
Start small, learn big.
New services are rarely introduced all at once. Three steps have proven effective.
01
Pilot
Start at a location or for a group, such as at a station.
02
Learn
Collect feedback, make improvements, adapt processes.
03
Roll out
Only then roll out to all locations and channels, with training and guidance.
A roadmap shows what is coming and when. It makes change plannable and provides everyone with clear direction.
Show numbers, explain reasons.
5.2 / Measuring impact
Figures and reasons.
Two metrics are widely used. The Net Promoter Score asks how likely a recommendation is, on a scale of 0 to 10. The Customer Effort Score asks how much effort something required. Both indicate whether things are improving.
More important than the score is the reason behind it. An open-ended question following the rating, such as "What was the main reason?", provides actionable insights to work with.
Employees help shape the future.
5.3 / Bringing people along
A service is brought to life by those who provide it.
Employees are not just there to carry out tasks, but to help shape them. Involving them early leads to better ideas and less resistance. Short training sessions, clear guides, and a place for feedback are all essential parts of the rollout.
Celebrate small successes visibly and share customer feedback with the team. This way, improvement becomes a habit, not a one-off project.
Improvement becomes a habit.
Exercise
An introduction plan
Task: Create an implementation plan with metrics for your solution from Module 04.
STEP 1
Plan a pilot: Where, for how long, and with whom?
STEP 2
Define two key figures and one open-ended question.
STEP 3
Create a simple roadmap featuring pilot, learn, and roll out.
STEP 4
Plan how you will engage and train employees.
Evaluation: How can you tell after three months whether the service has improved?