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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

Eliminate activities

Eliminate unnecessary activities

Establish a case-based mindset

Remove batch-processing and periodic activities from your business process

Work in customer teams

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

Green Compensation

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

Green Variant

Offer a green alternative with the same outcome, utilizing different steps, resources, or partners, while retaining the previous existing process

Use eco-friendly resources

Replace underlying resources with eco-friendly alternatives

Automate for environmental impact

Implement automation in a sustainable way

Tailored privacy settings

Offer customers the possibility to choose among privacy settings

Experience-based task assignment

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

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