Let customers interact with the company wherever they want to
Frank, L., Poll, R., Röglinger, M., & Lea, R. (2020). Design heuristics for customer-centric business processes. Business Process Management Journal, 26(6)
Rather than confining engagement to specific physical locations, organizations must embrace a customer-centric approach by designing business processes that empower customers to choose where and how they interact, regardless of the organization's office or branch locations. By granting customers the freedom to determine the interaction setting, companies can foster a seamless and personalized experience, nurturing stronger connections and driving business growth.
Companies should not restrict their interactions with customers to distinct physical locations. Instead, business processes should be designed such that customers can decide themselves where interactions take place, regardless of the location of the organization’s offices or branches.
Nextbike enables renting bicycles in large cities. Unlike other providers, bicycles can be rented and returned not only at specific stations but also in socalled flex zones, i.e. on public roads. This allows customers to arrive close to their final destination even though there is no nextbike station.
Selected source. This heuristic has been derived from Bohmova et al. (2016).
Individuated interaction capability, empowered interaction capability, concerted interaction capability.
Foundational free Patterns
Eliminate unnecessary activities
Let workers perform as many steps as possible for single cases
Establish a case-based mindset
Remove batch-processing and periodic activities from your business process
If capacity is insufficient, consider increasing the available number of resources
Consider the division of a general activity into two or more alternative activities
Automate for environmental impact
Implement automation in a sustainable way
Preference-based task assignment
Let people do what they love to do
Allocate task based on collaborative experience: handover time, interactions, diversity
Distribute tasks by interdepartmental interactions to enable or restrict involvement