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Offer Customer self-service

Offer customers the possibility to serve themselves

Frank, L., Poll, R., Röglinger, M., & Lea, R. (2020). Design heuristics for customer-centric business processes. Business Process Management Journal, 26(6)

Description

Companies should offer customers the possibility to perform tasks included in business processes that have previously been performed by employees. When implementing this heuristic, companies should consider whether customers can choose between self-service and the traditional process. Companies must also consider that not all tasks included in business processes can be performed by customers.

Performance considerations

Empowered interaction capability, concerted interaction capability.

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Foundational free Patterns

Parallelize activities

Consider whether activities may be executed in parallel

Split responsibilities

Avoid shared responsibilities for tasks by people from different functional units

Consolidate Work

Collect similar work items and work in batches

Shift Workload

Execute tasks when the grid is powered by renewable energy

Human Process Performance

Consider whether it is eco-friendly to let humans work over machines

Constraint-based task assignment

Allocate tasks considering business process execution constraints

Performance-based task assignment

Allocate tasks based on past performance: execution time and success

Experience-based task assignment

Delegate task according to experience: execution frequency, case involvement, interactions

Department-based assignment

Distribute tasks by interdepartmental interactions to enable or restrict involvement

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