The Forrester Muse
DEC 17, 2012 4:24pm ET

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What Comes First in Good BPM Design?


Lately, I've become obsessed with evaluating the linkage between good process design and good experience design. This obsession was initially sparked by the primary research I did earlier this year around reinventing and redesigning business processes for mobile. The mobile imperative is driving a laser focus for companies to create exceptional user experiences for customers, employees, and partners.  

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Comments (3)
My conclusion from this article is that the process is iterative. Further, users can't, in the abstract, express their requirements very well and only when taken through the UI and ideally an early prototype will they be able to express the mechanics they envision. The challenge with ignoring the process model is that the process enforces rules and data integrity that have varying degrees of rigidity. Both must influence the result, right?
Posted by Michael L | Wednesday, December 19 2012 at 12:10PM ET
Much like website design has changed radically over the years from a developers vision of an efficient website, to an improved user experience (increasing time on site and number of pages viewed during a visit as well as a higher rate of return visits), business processes must adapt from their academic approach to optimum pathways to engaging user experiences. The underlying processes can (and in my opinion - must) be adaptable to account for actual human interaction rather than a model conceived by a process expert.
Posted by Mike W | Thursday, December 20 2012 at 10:28AM ET
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