Ever wondered if and how service design techniques could be applied to change management? This presentation at the Service Design Global Conference 2012 in Paris will show how research, co-design and immersive testing techniques with stakeholders and users can mitigate the risk of rejection and the cost of change failure. I shared the successes (and failures!) in the approaches they used in recent change management projects. I also proposed a framework for user centric change management to provide robust and replicable practices and tools to support effective change.
Refer to notes as the slides are just headlines.