Engaging Business Users with Business Applications
Business users are key participants in most successful automation solutions. You might think that, by automating a business process, your business users no longer play a pivotal role in your business processes, but that’s rarely the case. For example, your customer service representative might need to kick off your automation when they interact with a client. Or a subject matter expert may have to step in to manually handle an error situation that isn’t yet automated or can’t be automated.
In addition, it’s often wise to build your automated solution iteratively. You’d do this by starting with a solution where there is heavy human involvement and only a little automation. You’d then incrementally inject more and more automation over time while gradually reducing involvement from your human workforce. Doing this incrementally reduces risk and gives you time to learn and refine. But it requires...
