"That is one of the grand fallacies of people who never go out and try to do these things themselves!
While BPM has benefits for some simple processes, it turns sensible people into ‘fools with tools’."
When Max generalizes about BPM practitioners in an Ivory Tower, I wonder if Max gets BPM? (said tongue-in-cheek, but I'll take the shots)
In other words, what is the maturity curve for "doing BPM" well? And, today, is Great Design an attribute on that curve?
Well, yes, turns out it is. See Hammer's Maturity Model and all its derivatives and emulators.
And, see all our customers. They are doing it, albeit at various points along that Great Design spectrum.
More and more are asking for help on just this, Design Thinking.
By the way, to define "Customer" and define "Design" in the context of BPM, is that not a twisted perspective? Is it backwards?
Design has an entire school of thought around it - many folks today are talking about Design Thinking. Work is just one application.
They are doing it in a context with BPM, but only to the extent that BPM helps them discover, design and implement good process.
For a great experience as an outcome...
So, my short answer is: have the people who do it, design it. Methodologies go deeper.
But, do not define "Customers," *Segment* Customers. How many *segments* can participate in their design to make it great for each?
(George's rule: Never, Never, Never talk about "The Customer" -- there are too many segments for that conversation to be valid!)
As the social aspects of our society, our technology and Design merge and become accepted, more and more segments can do this.
So, can a great customer experience be designed? My answer:
-- Yes, for segments of that customer population at a time.
-- With an appropriate approach including methodologies, analytics and deep customer participation.
That is what is so great about Process & Decision Management! With an extremely high-level of involvement throughout the entire life-cycle including discovery, design, operation and continuously changing how it works, Users/Customers can get that great experience. But, not if you put the folks who help them in an Ivory Tower. (Not sure if Max & I agree or disagree here...)
Quote: "Design ... starts with developing a real empathy for real users." Phil Gilbert