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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

Deploy extra resources

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

Green Variant

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

Offer temporal flexibility

Let customers interact with your organization whenever they want to.

Expertise-based task assignment

Match tasks to experts' specialized skills for efficiency

Workload-based task assignment

Allocate tasks based on individuals' incomplete workload

Constraint-based task assignment

Allocate tasks considering business process execution constraints

Task delegation

Reassign tasks along the organisational hierarchy

Cost-based task assignment

Delegate tasks according to resource cost

Teamwork-based assignment

Allocate task based on collaborative experience: handover time, interactions, diversity

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