Digital Process Analysis and Design (2-day)

Digital Process Analysis and Design: Optimizing the customer experience through digital innovation



Whether private or public sector, the demand is skyrocketing for organizations to provide digitalized services for their customers. Well-designed solutions appear seamless and are in tune with customer expectations for the right service delivered through a simple, intuitive interface whenever and wherever they want. Going digital, however, cannot be the sole objective. Digital technology alone will not solve a business problem. Comprehensive digitalized capability must be tackled in the context of an omni-channel world that can involve human and robotic agents, machine learning and cyber-based intelligent support interchangeably in a comprehensive process. Digitalizing requires professional analysis and design of the end to end experience. Due to interconnectivity of all the actions required and the absolute need for 100% data integrity it is even more important to connect all the dots between our customers and our business operations in the front office and the back. This is not a problem that Lean techniques will solve nor will ‘Agile’ development be able to handle by itself. To be done well, we have to apply disciplined approaches including large parts of marketplace understanding, business architecture and integrated design of many solution domains required for the processes to work. Business architects and business designers must still follow a sound set of repeatable practices using renewed methods of process analysis and design adapted for opportunities in a digital world.

This seminar will address what degree of process work is required for today’s organizations striving to establish digital business capabilities to optimize the end to end customer journey and leverage resources in the most effective manner. It will emphasize the customer aspects of the challenge given that customers are no longer recipients of what we do but are key actors with us in doing it. They are a part of newly conceived business processes in partnership with us. We have to design shared processes with them in mind.

This class deals with the development of digitalized processes and services. It does not address digital strategies or digital architecture directly.

By attending you will learn to:
      • Build a customer journey and find moments of truth
      • Segment customer types and define personas
      • Understand existing customer bottlenecks and constraints and opportunities to remove them
      • Identify potentially useful digital technologies
      • Design end to end value stream processes that start and end with the customer process
      • Reconceptualise the customer interaction with our processes
      • Recognize genuine design constraints from other outside stakeholders
      • Deal with behavioral and cultural change
      • Define the change program
Special Features of this class:
      • Modernizes process analysis and design work to optimize digital processes
      • Deals with customer-in-command processes and business solutions: Journeys and Experiences
      • Minimizes Process Analysis for Digital Process to only enough of what you really need?
      • Brings a wealth of opportunities for Process Innovation
      • Features several examples of digitalized processes
      • Involves a series of hands on progressive exercises in designing a digital process solution
Who Should Attend

This class will be of benefit to professionals and managers of all types involved with designing and developing digitalized business processes.

      • Process Analysts and Designers
      • Business Analysts
      • Business Leaders
      • Agilists
      • Business Architects
      • Anyone else concerned with designing and sustaining an agile business
Class Outline:

The Digital Challenge

      • Drivers and Trends of Digitalization
      • Digital Strategy
      • Digital vs Digitalization
      • Some definitions and truths

Examples: Uber, AirBnB and other usual suspects

Process Methodology Response

      • Traditional approaches
      • Process Analysis and Design for the digital world
      • The Concept Model as home base
      • The Burlton Capability Hexagon

Case study Workshop: Developing your concept model

Understand: Stakeholders, Vision and Scope

      • Value Chain and the scope of your included processes
      • External Stakeholders classification
      • Segmentation and Personalization
      • The use of Personas
      • Customer needs and value proposition
      • Customer experience
      • The North Star for your design

Example: Ordering of customized confectionery

Case study Workshop: Analyzing the Stakeholders

Case study Workshop: Defining the North Star

Analysis: Modeling and Analyzing the Process

      • How much current analysis and modeling is needed
      • Analysis and Modeling options
      • Dealing with the data

Case study Workshop: Analysing the current capability

Customer Process Experience Baseline

      • A typical Customer Experience pattern
      • Finding Moments of Truth
      • The Customer Journey map
      • Attributes of a great customer experience

Case study Workshop: Developing the Customer Journey

Digital Inspirations

      • Digital Solution Patters and Benchmarks
      • Omni-Channel characteristics
      • Mobile characteristics
      • RPA (Robotic Process Automation) characteristics
      • AI and Cognitive characteristics
      • Automating Decisions and Business Rules
      • Additional Technology potential

Example: Mortgage Decisioning Redesign

Design the Process and Capabilities

      • Small Change vs Substantive change
      • Design principles
      • Creative workshops to leverage the inspiration
      • The new digital process
      • Designing measurement and feedback
      • Detailed mapping
      • The required capabilities and resources

Example: Justice System peer to peer case resolution

Case study Workshop: Designing the digitalized process workflow

Case study Workshop: Validating with the process scenarios

Case study Workshop: Defining the digitalized process capabilities and resources

Culture and Behavioural Change

      • Developing the competencies: the core skills needed
      • Specifying the group behaviour as a set of requirements
      • Overcoming internal stakeholder concerns
      • Communication: what to say and when
      • Sustaining the journey: measuring, monitoring and coaching

Example: Board of Directors Digitalization

Implementation Options

        • Digital Base Capabilities
        • The role of iBPMS, Decision and Rules engines
        • Standards and Protocols
        • Technical Foundation

Course duration is 2 days. 
Course training material: applicable supporting course material and documentation including (but not limited to) student hand-outs, reference material, exercise material. Students will retain the complete course manual and exercises including suggested solutions and receive a certificate for successful completion.
Complimentary refreshments and snacks are provided throughout the day. Lunch is not provided.  Internet access is available on-site.

Delivery of the course, instruction, training material and handouts will be in English only format.


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