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
Patterns related to this reserach item:
Let customers interact with the company wherever they want to
Let customers interact with your organization whenever they want to.
Offer customers the possibility to serve themselves
Offer customers the possibility to choose among privacy settings
First-contact problem resolution
Establish a one-contact resolution for customer issues