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Design heuristics for customer-centric business processes

This paper presents 15 design heuristics for creating customer-centric business processes, a largely unaddressed area in traditional efficiency-focused process design.

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

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Discover useful redesign patterns for process improvement

Patterns related to this reserach item:

Offer location flexibility

Let customers interact with the company wherever they want to

Offer temporal flexibility

Let customers interact with your organization whenever they want to.

Offer Customer self-service

Offer customers the possibility to serve themselves

Tailored privacy settings

Offer customers the possibility to choose among privacy settings

First-contact problem resolution

Establish a one-contact resolution for customer issues

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