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.
Share this pattern
Related Case Studies
Enjoy these
Foundational free Patterns
Let workers perform as many steps as possible for single cases
If capacity is insufficient, consider increasing the available number of resources
Elevate physical constraints by applying new technology
Consider to deepen or broaden the skills of resources
Avoid shared responsibilities for tasks by people from different functional units
Execute tasks when the grid is powered by renewable energy
Offer a green alternative with the same outcome, utilizing different steps, resources, or partners, while retaining the previous existing process
Replace underlying resources with eco-friendly alternatives