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
Buffer external information and subscribe to updates
Design business processes for typical cases and isolate exceptional cases from the normal flow
If capacity is insufficient, consider increasing the available number of resources
Minimize numerical involvement
Too many cooks spoil the broth
Delegate and optimize your operations
Collect similar work items and work in batches
Explore whether a process can easily be used for additional products or services
Constraint-based task assignment
Allocate tasks considering business process execution constraints
Allocate task based on collaborative experience: handover time, interactions, diversity