In the customer journey and employee journey, various channels and interactions will be needed. The user experience of a process is not only the BPMS application.
Design Thinking and Service Design are the approaches to take this larger perspective. Information architects are at the table with the process design ones, when doing requirements elicitation and specification with the END-user.
This grants impressive advantages in terms of speed of delivering the solutions, as well as ease of understanding and usage by customers. Appropriate model transformations and quick prototyping facilities grant that business-level designs are always aligned with user interaction designs that implement them. The second has to be with the user interfaces that are easy to use.However, when within days they see their ideas coming to life, users will quickly take ownership feel empowered and confident about future changes. This will be a novel experience for them with decades of ”IT” imposed "solutions" as either COTS or custom coded. First is ensuring users are involved in the design with no limitations in thinking.
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