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
Establish a case-based mindset
Remove batch-processing and periodic activities from your business process
Form cross-department teams for end-to-end case handling.
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
Explore whether a process can easily be used for additional products or services
Workload-based task assignment
Allocate tasks based on individuals' incomplete workload
Allocate task based on collaborative experience: handover time, interactions, diversity
Distribute tasks by interdepartmental interactions to enable or restrict involvement