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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

Combine activities

Combine small activities into composite activities

Deploy extra resources

If capacity is insufficient, consider increasing the available number of resources

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

Green Compensation

Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.

Use eco-friendly resources

Replace underlying resources with eco-friendly alternatives

Human Process Performance

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

Expertise-based task assignment

Match tasks to experts' specialized skills for efficiency

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