Explore the importance of process empathy in BPM as J-M Erlendson and Roland Woldt discuss creating human-centric processes and improving customer journey mapping for better organizational outcomes.
A new podcast episode of What’s Your Baseline was published on Jun 20, 2022:
Overview:
The latest episode discusses the importance of “process empathy” in business process management, emphasizing a human-centric approach. The hosts explore how focusing on people and their experiences can lead to more effective processes and better employee engagement.
Core content:
- Process empathy highlights the significance of considering people’s experiences in process design and development.
- Customer journey mapping is presented as a tool to understand both internal and external customer experiences.
- The episode stresses the concept of aligning process steps with customer interactions and emotions.
- It critiques traditional BPM notations for being more automation-focused than human-centric.
- Effective processes should prioritize user experience to foster employee engagement and satisfaction.
Learnings:
- Listeners will gain insights into designing processes with empathy to enhance user experiences and employee satisfaction.
- The importance of understanding the “why” behind processes will be emphasized to improve acceptance by users.
- Customer journey maps can be utilized to identify pain points and enhance process effectiveness.
- Understanding distinct user experiences will help streamline processes and tailor operating procedures accordingly.
- This discussion underscores the value of feedback and sentiment analysis as tools for continuous process improvement.
The original content was published in English.
