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The Definitive Guide to Process Innovation
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1: Organize the team
Just like any other process project you run, it’s important to start by getting the right mix of people involved. You’ll need people who really understand the issue from a process perspective as well as from the customer’s point of view. If you can get the whole team trained on Low-code development at the same time, it will give you a great head-start.
2: Establish the hypothesis
Exploratory Design Thinking workshops that bring customers into the design process can help the team consider ideas and approaches they may not have thought of independently.
To run a successful process experiment, you’ll need to define your hypothesis to test and establish what data you’ll need to capture to prove or disprove it. Once you have a clear understanding of the hypothesis and the metrics you’ll be judging it against, you can define what needs to be in the initial MVP version of your solution.
3: Design your solution
A Low-code platform will give the project team the ability to configure the solution using a visual, drag-and-drop interface. The design process follows these steps:
- Build the data structure: Drag-and-drop the data sources you want to capture and define their relationships
- Define the process: Create a process map that simply depicts how cases will flow through the system
- Specify automation: Identify which tasks, events and process steps you want to automate, and configure the business rules, service level alerts and escalations you need
- Design the user interface: Configure interfaces for desktop, tablet and mobile using the easy drag-and-drop interface builder
- Add communications: Create the email templates and text messages the system will send to customers and other users
- Configure APIs: Quickly integrate your new app with existing systems using a range of prebuilt connectors
- Design reports and dashboards: Create management dashboards for reporting on the metrics you identified at the start of the design process
“Companies that equip managers to perform small-scale yet rigorous experiments don’t only save themselves from expensive mistakes—they also make it more likely that great ideas will see the light of day.” Harvard Business Review
4: Test and Learn
Now you use the MVP to test your hypothesis using a controlled group of users, customers and other stakeholders who’ll need to use the solution.
After the agreed test period, analyse the data you’ve captured and determine if you have enough evidence to prove your hypothesis is correct. If so, you can continue to refine your solution through an agile test-and-learn process. If not, you’ll need to pivot and rethink your approach. Either way, you’ll need to involve all stakeholders in defining the next iteration.
Throughout the test-and-learn phase, it’s essential to also test for any issues so they can be fixed on the fly. It’s also a good idea to store the results of all your experiments in a central ‘learning library’ for future reference.
5: Decide where to go next
Once you’ve proved your hypothesis and refined your MVP into a full solution that’s working as intended, you’ll need to decide how to extend Low-code to other processes in the business. Whether it’s fixing what’s broken or creating something entirely new, there will be plenty of opportunities to use new process improvement methodologies to dramatically improve customer experience, efficiency, quality or compliance.
So now you know the steps, what’s stopping you from implementing them? Check out our definitive guide below to learn even more.