Digital Workflow

What is Digital Workflow Automation and What Does it Mean to My Organization?

 

digital workflow illustration

Digital Workflow Automation Overview

The logical successor to Business Workflow Management, Digital Workflow Automation is similarly concerned with ensuring the effectiveness and efficiency of business workflows 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 digital workflow:

  • Easy collaboration
  • Mobile-friendly interface
  • Offloading customer tasks to automation
  • Rapid issue response
  • Triggered reminders and notifications
  • Workflow transparency for users

So while Business Process Management software may have focused on getting the workflow right, Digital Workflow Automation assumes the workflow has been optimized and instead focuses on making the overall user experience more engaging and effective.

Identifying Areas for Better User Experience

You may have gone through a business workflow review or similar effort to identify processes that are performed inefficiently, rife with errors, or in need of a tune-up. We've covered the topic on our blog and in our BPM Guide extensively. To improve the user experience in a digital environment you'll need to look at the experience users have when interacting with the workflow including:

  • Alerts/Reminders: Are users alerted at the right time with the right frequency and are their instructions clear?
  • User Context: Are users aware at all times of where they are in a particular workflow and what will happen next?
  • Online Forms: Are forms clearly understood and as brief as possible? Is the layout easy to move through for users?
  • Screen Size: Do forms and other elements display well on mobile? Can actions be taken as easily as on the desktop?
  • User Flow: Have you documented and understood the user journey for each type of user?

UX/UI Resources

Integrify's Approach to Automation

Integrify's workflow automation platform gives workflow designers and administrators full control of all elements exposed to users during the flow of a workflow. This means:

  • A powerful form designer that outputs mobile-friendly forms by default.
  • self-service user portal can be configured to ensure users can find what they need quickly.
  • Anyone involved in a workflow, 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 workflow and what's coming next.
  • Workflows can be integrated with existing applications like ERP, CRM, HRIS, Accounting, and more to ensure holistic, enterprise-wide workflow.

Finally, we build collaboration into every workflow. Whether two service representatives need to chat about a current request or a financial 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 manage them as if being performed by a real agent.

Learn More about Digital Workflow Automation

We have a variety of resources to help you on your journey to a digital workflow. 

 


To find out more about our product, please request a demonstration or check out our videos.

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