Experience-led process modeling
Experiences are deeply connected with your processes and how you operate as a company. The process is what happens in the systems, and the experience, conversely, is the value proposition delivered to the customer/consumer at the receiving end of the value chain of that process. So, a well-orchestrated process will provide a delightful experience. However, improving processes in silos will only help you improve the symptoms rather than fix the cause of inefficiency or a bad experience. With a customer-centric design approach, you will want to place the process experience at the heart of it. The design of the process needs to be coupled with the delivery of the experience from the beginning.
You can start the experience-led process design and modeling journey in many ways. You can start with design thinking workshops to understand the personas involved and their empathy maps. You can then map the challenges, what the employees enthuse about or want...
