Let customers interact with your organization whenever 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)
Companies should analyze at which times customers want to get in touch and adjust their business processes accordingly. From a customer perspective, the implementation of this heuristic will be perceived as the possibility to interact with the company whenever customers want.
The grocery store REWE extended its opening hours until late in the evening, as its customers prefer to do their shopping after work. In addition, the call center of National Bank, which is responsible for blocking credit cards, is available 24/7, as in the case of a lost or stolen credit card customers expect immediate assistance. In case no employee is available, a phone service or chatbot can be used.
Selected source. This heuristic has been derived from Strohle et al. (2018).
Individuated interaction capability, empowered interaction capability, concerted interaction capability.
Foundational free Patterns
Consider automating activities
Buffer external information and subscribe to updates
Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes
Empower workers for more decision-making authority
Minimize numerical involvement
Too many cooks spoil the broth
Move activities to more appropriate places
Start implementing actions that can offset or counterbalance the environmental effects generated by business processes that cannot be changed.
Let customers interact with the company wherever they want to
Offer customers the possibility to choose among privacy settings