Digital Process Automation

What is Digital Process Automation (DPA)?

 

digital process automation example

Digital Process Automation (DPA) Overview

The logical successor to Business Process Management, Digital Process Automation (or DPA) is similarly concerned with ensuring the effectiveness and efficiency of business processes but takes the idea further by focusing on external users including customers, vendors, etc. This means designing better user experiences and reducing as much friction as possible. Some key tenets of DPA:

  • Mobile-first interfaces
  • Process transparency for users
  • Offloading customer tasks to automation
  • Triggered reminders and notifications
  • Easy collaboration
  • Rapid user response and adaptation

So while digital business process management and bpm software may have focused on getting the process right, Digital Process Automation assumes the process has been optimized and focuses on making the experience better.

Identifying Areas of User Experience Improvement

You may have gone through a business process review or similar effort to identify processes that are performed inefficiently, are rife with errors or need to adapt to changes in the organization. We've covered the topic on our blog and in our BPM Guide extensively. However, once you work through process optimization and automation you'll need to look at the experience users have when interacting with the process including:

  • User Flow: Have you documented and understood the user flow or journey for each member in the process?
  • Screen Size: Do forms and other elements display well on mobile? Are you aware of all devices in play?
  • Forms: Are they clearly understood and as brief as possible? Are labels and instructions clear? Is the layout easy to move through for users?
  • Alerts/Reminders: When someone is prompted to take action, are the instructions clear about what they need to do next?
  • Context: Are users aware at all times of where they are in a process and what will happen next?

UX/UI Resources

Integrify's Approach to DPA

Integrify's business process automation (BPA), which we also refer to as "workflow automation," gives workflow designers full control of all elements exposed to users during the flow of a process. This means powerful form design that outputs mobile-friendly forms by default. It means that the user portal can be configured to ensure users can find what they need quickly. It also means that anyone involved in a process, whether it's a vendor submitting information for a new project or a student requesting classes for the next semester, they can see exactly where they are in the process and what's coming next. Finally, we build collaboration into every process. Whether two service representatives need to chat about a current request or a finance analyst needs to talk with a site manager about a potential purchase, discussions, and documents can easily be shared at any time.

We also partner with Robotic Process Automation (RPA) vendors to ensure a seamless experience when a customer's needs require an approach for capture, interpret inputs and then process them as if being performed by a real agent.

Learn More about Digital Process Automation

Contact us to talk with one of our representatives about how Integrify's DPA tools can help your business become more efficient, productive, and offer a better customer experience.

learn more about digital process automation

 


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