3. IMPLEMENT Phase: Delivering the Solution

• Conduct detailed requirements gathering
  The team collaborates with the customer to validate detailed requirements and create a roadmap for development or configuration.

• Design the solution
  Using the gathered requirements, architects create a solution design that meets the customer’s needs while ensuring scalability and reliability.

• Build and configure the solution
  The team executes the design, configuring or developing the system to align with the agreed specifications.

• Finalize change management activities using the From-To-Why-What PSP Change Management Framework
  For each persona at the customer who is impacted in any way as a result of the solution or service being implemented, document the following:

• FROM: Current state processes, technology and pain points.

• TO: Future state design including processes, technology and outcomes.

• Why: The specific things that are driving the change and what specifically is changing for that persona.

• WHAT: The benefits and efficiencies to be gained as a result of the solution or services you are implementing. Think of this as answering the question “What’s in it for me?” for each persona.

• At least one practical way to manage the change for each persona.

• Migrate data from legacy systems
  Legacy data is cleaned, mapped, and securely transferred to the new solution, ensuring accuracy and continuity.

• Develop and execute test plans
  Comprehensive testing is carried out to validate the functionality, integration, and performance of the solution, involving both internal teams and customer stakeholders.

• Address defects and re-test until criteria are met
  Any defects discovered during testing are resolved, followed by rigorous re-testing to ensure the solution meets quality standards.

• Develop user guides and training materials
  Easy-to-follow guides and training content are created to empower end-users with the knowledge to use the system effectively.

• Deliver training sessions
  Live or virtual training sessions ensure that all relevant stakeholders are comfortable using the new system. In many cases you will want to take a train-the-trainer approach in which you deliver training to the Super Users or Trainers who will then deliver training to the end-user trainees.

Managing Budget & Customer  and Internal Project Team Feedback  in the IMPLEMENT Phase: Delivering the Solution

Budget Management:

• Track time and expenses against the budget at task and resource levels (e.g., via time tracking software).

• Monitor milestone completion to ensure budget adherence; address delays or overages promptly.

• Communicate budget status in weekly or biweekly reports to internal teams and customers.

• Implement change management processes to handle scope changes that may impact budget.

Customer Feedback:

• Collect feedback during design and testing to ensure the solution meets customer expectations.

• Use user acceptance testing (UAT) sessions to gather structured feedback on functionality.

• Track and resolve customer-raised issues or concerns promptly to maintain trust.

Internal Project Team Feedback:

• Discuss readiness for go-live  and gather feedback regarding  customer and company readiness, system readiness, go-live plan and coverage, risks discovered during testing as well as change management preparation.