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.
Share this pattern
Related Case Studies
Enjoy these
Foundational free Patterns
Consider automating activities
Eliminate unnecessary activities
Buffer external information and subscribe to updates
Minimize numerical involvement
Too many cooks spoil the broth
Replace underlying resources with eco-friendly alternatives
Let customers interact with your organization whenever they want to.
Offer customers the possibility to choose among privacy settings
Explore whether a process can easily be used for additional products or services
Reassign tasks along the organisational hierarchy