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
Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes
Design business processes for typical cases and isolate exceptional cases from the normal flow
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.
Automate for environmental impact
Implement automation in a sustainable way
Assign tasks based on resources' roles in the organisation
Constraint-based task assignment
Allocate tasks considering business process execution constraints
Allocate task based on past feedback or quality metrics
Delegate tasks according to resource cost