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)
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.
Empowered interaction capability, concerted interaction capability.
Foundational free Patterns
Eliminate unnecessary activities
Establish a case-based mindset
Remove batch-processing and periodic activities from your business process
Form cross-department teams for end-to-end case handling.
Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.
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
Automate for environmental impact
Implement automation in a sustainable way
Offer customers the possibility to choose among privacy settings
Experience-based task assignment
Delegate task according to experience: execution frequency, case involvement, interactions