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Why is user experience so important in BPM?

Last Updated 2022/04/12

Traditionally, some of the more powerful BPM systems have had the disadvantage of being inaccessible to users lacking specialist training, or programming skills. As BPM moves to the cloud and becomes increasingly common for smaller and medium sized businesses, systems need to be user-friendly and straightforward in conveying information.

Rather than being confined to management and IT departments, business process software should be an integral part of your working processes at all levels. A focus on quality user experience means that every employee can contribute, with a minimum of disruption to work.

An appropriate UX for a wide audience should feel intuitive, guiding the user towards the information they require, rather than forcing them to wade through large amounts of irrelevant data to find it.

Who’s experience?

When talking about user experience, the first question to ask is “Which user?”. A regional manager is going to come to a software platform with very different expectations than those of a delivery driver.

At the most basic level, the range of features and information available will vary depending on seniority. While most staff members will only have access to their own tasks, managers will need an overview of everybody they supervise. This serves two purposes, to provide focus for staff, and security for the organisation as a whole.

Having clearly defined workflows for each task designated to any given staff member is important for keeping every user on track.

What’s important

If a particular section of a system doesn’t relate to a user’s role, then there is no reason for that person to see it. Decide what’s necessary and what isn’t. Users should login to a system that displays the most relevant information to them first, for example, a list of tasks they have been specifically designated.

A BPM user interface should highlight the most urgent information on your system in a succinct manner, leaving no room for any ambiguity that could lead to errors. For example, jobs should be marked with an alert if they are close to a deadline. This is how good UX helps avoid missed and uncompleted tasks.

Client UX

Specifically designing an area of your system for customers, accessible through a secure internet connection, is now standard across many industries, whether business-to-business or direct to the end client.

Providing a well-designed method to access relevant information through your system improves customer relations and helps retain business. Productivity is increased, because you are able to spend less time chasing up and answering complaints and enquiries.

How SwiftCase helps

SwiftCase is a power cloud-based business process management platform with a responsive, user-friendly interface.

  • On-screen alerts and reminders prominently displayed to avoid missed SLAs and deadlines
  • Role-based access with displays configured to user requirements
  • Intuitive, coherent design that keeps business goals on track
  • Requires no specialist training or coding experience to use

If you’re interested in a free, no-obligation demo, get in touch with us today.

Adam Sykes