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
Combine small activities into composite activities
If capacity is insufficient, consider increasing the available number of resources
Consider whether activities may be executed in parallel
Avoid shared responsibilities for tasks by people from different functional units
Collect similar work items and work in batches
Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.
Replace underlying resources with eco-friendly alternatives
Consider whether it is eco-friendly to let humans work over machines
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency