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Tailored privacy settings

Offer customers the possibility to choose among privacy settings

Frank, L., Poll, R., Röglinger, M., & Lea, R. (2020). Design heuristics for customer-centric business processes. Business Process Management Journal, 26(6)


Companies need to show customers that they really care about their privacy. They can do this by telling people about their privacy rules or by letting customers set their own privacy preferences, even if it goes beyond what the law requires. For instance, customers should be able to choose different levels of privacy before and during using a service. It's also important for companies to explain how these privacy choices might affect the service and how customers experience it. This means some features might not work if you have very strict privacy settings.

Performance considerations

Allianz allows customers to choose whether they want to release the doctor from the obligation of confidentiality for one specific issue or for all prospective issues. This way, customers can decide themselves how much details of their health records Allianz may access. Deutsche Bank offers its customers benchmarking services for personal expenses in case they grant access to own data.

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Foundational free Patterns

Appoint case managers

Assign a responsible individual for handling each case type

Distinguish case types

Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes

Establish a case-based mindset

Remove batch-processing and periodic activities from your business process

Empower resources

Empower workers for more decision-making authority

Fail Early

Order knock-outs by least effort and highest termination probability first.

Minimize numerical involvement

Too many cooks spoil the broth

Resequence activities

Move activities to more appropriate places

Shift Workload

Execute tasks when the grid is powered by renewable energy

Preference-based task assignment

Let people do what they love to do

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