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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

Automate activities

Consider automating activities

Combine activities

Combine small activities into composite activities

Assign cases

Let workers perform as many steps as possible for single cases

Work in customer teams

Form cross-department teams for end-to-end case handling.

Outsource activities

Delegate and optimize your operations

Apply triage

Consider the division of a general activity into two or more alternative activities

Role-based task assignment

Assign tasks based on resources' roles in the organisation

Performance-based task assignment

Allocate tasks based on past performance: execution time and success

Quality-based task assignment

Allocate task based on past feedback or quality metrics

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