Agile is a flexible and collaborative approach to project management and product development. It focuses on adaptability, continuous improvement, and putting the customer at the center. When applied to service design implementation, Agile enables an efficient process that allows for ongoing improvements based on feedback. It speeds up the implementation by delivering incremental enhancements quickly, so users can benefit from new features sooner. Unlike traditional approaches that prioritize strict planning, Agile embraces changes even in later stages, making it more adaptable to evolving needs.^[1]

For example, let's consider a company that provides online shopping services. They start by identifying a specific area for improvement, such as streamlining the checkout process. Instead of undertaking a lengthy and rigid design process, they adopt the Agile approach. In the first sprint, the team aims to gather user feedback on the existing checkout process. They create a simplified checkout flow prototype and conduct usability testing with a small group of customers.

Based on the feedback received, they make necessary adjustments and move on to the next sprint. In later sprints, the team continues to refine and enhance the checkout process based on user feedback.

They collaborate closely with stakeholders, including developers, customer support, and marketing teams, to ensure a holistic approach to service design. In simple terms, they make incremental improvements, test and validate ideas quickly and incorporate changes based on real-time feedback. This results in a more user-friendly and efficient checkout experience for customers.