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
Consider automating activities
Let workers perform as many steps as possible for single cases
Assign a responsible individual for handling each case type
Reduce the number of contacts with customers and third parties
Minimize numerical involvement
Too many cooks spoil the broth
Consider to deepen or broaden the skills of resources
Offer customers the possibility to serve themselves
First-contact problem resolution
Establish a one-contact resolution for customer issues
Distribute tasks by interdepartmental interactions to enable or restrict involvement