All of these scenarios lead to lower value business cases and preclude the ultimate goals of digital transformation: harnessing the collective power of people, processes and technology, and seamlessly integrating techniques into the organization’s end-to-end processes and customer and employee journeys. The remedy lies in applying automation holistically, considering the full automation toolkit and selecting the most appropriate technique in each situation.
Envisioning the future with process first
The automation trap can be avoided when automation techniques are applied holistically. But the real difference-maker is not just the combination of automation techniques, but rather, how the various techniques are applied – in the context of process design and the experiences they are intended to drive for customers and other stakeholders. We believe this “process first” mentality enables business owners and process engineers to consider new ways to achieve an outcome or experience, leveraging all the tools and techniques at their disposal … such as intelligent automation, process re-engineering, core platform changes, data solutions, blockchains and other technology alternatives.
Done properly, all of a function’s activities, and the customer journey they create, are viewed through a digital lens. Design thinking is a cornerstone of this approach, where customer and employee interactions are reimagined in a digitally enabled process. Designers, process owners and solution architects work together to envision the art of the possible, and consider how and which automation techniques can be used to make it happen.
Why focus on the process?
Process first design creates a scalable model to identify, assess and prioritize automation opportunities. It merges the principles of design thinking with the full automation toolkit to transform and digitize the enterprise in line with the overall business strategy. Unlike tool-led design, process first design enables an organization to:
- Put the customer and process first
- Select automation techniques based on suitability
- Design with the human in the loop where they deliver the most value
- Reimagine processes and transform the customer journey, considering the art of the possible
- Drive exponential value by transforming the business