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
Reduce the number of contacts with customers and third parties
Empower workers for more decision-making authority
Establish standardized interfaces
Consider a standardized interface with customers and partners
Execute tasks when the grid is powered by renewable energy
Offer a green alternative with the same outcome, utilizing different steps, resources, or partners, while retaining the previous existing process
Let products appear greener
Automate for environmental impact
Implement automation in a sustainable way
Let customers interact with the company wherever they want to
Allocate task based on past feedback or quality metrics