Self-checkout at IKEA
IKEA offers its customers the possibility to scan and pay products themselves at self-service checkouts. Using the self-service checkouts gives many customers pleasure and reduces their waiting time. As another example, Allianz offers customers the possibility to change and check their personal data in the online customer portal.
About the authors
Tobias is doctoral student and has created process-pattern.app as a side project. His research is on data-driven process improvement.
Find Tobias on @dtdi tobiasfehrerEnjoy these
Foundational basic Patterns
Assign a responsible individual for handling each case type
Reduce the number of contacts with customers and third parties
Elevate physical constraints by applying new technology
Consider whether it is eco-friendly to let humans work over machines
Let customers interact with the company wherever they want to
Offer customers the possibility to serve themselves
First-contact problem resolution
Establish a one-contact resolution for customer issues
Assign tasks based on resources' roles in the organisation
Reassign tasks along the organisational hierarchy