What are the best ways to make processes more 'consumable' for front line staff?
Best answer by Kaleb
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Userlevel 1
Try having the end-users create the processes they will be using. That way you can bridge the gap between their work knowledge, and the quality control of knowledge which Promapp allows, while putting things in a form they can engage with.
Give end-users permission to process groups that are relevant to their job. Decreasing the amount of unnecessary search results.
Brutal use of Notes or sub-processes, rather than trying to squash things into tasks. Many authors (newly migrating from an MS Word-centric environment) try to build everything into the one place. I'm especially wary of any process which involves consecutive activities for different roles, where one of the roles is operational (our hardest audience to engage). e.g. a process called Manage Purchase Approval with activities for ops staff to request a purchase, and mgmt to approve a purchase - this should be broken down to 2 separate processes (linked in an overarching process, or at least via inputs/outputs). That way the ops staff don't even have to look at the noise that doesn't involve them (unless they want to, in which case it's right there).
I also like @Deanec's suggestion of using permission to hide extraneous processes. Potentially dangerous, but definitely pragmatic. Will have to think a bit more about that!
I also like @Deanec's suggestion of using permission to hide extraneous processes. Potentially dangerous, but definitely pragmatic. Will have to think a bit more about that!
Userlevel 1
Not sure how the permissions are set up on your Promapp environment but I would say, the display of the information (process) is key.
The way you categorise processes into groups will be critical. Don't create groups based on org structure, but instead create it by function or service.
So the groups almost serves as a Service Catalogue.
== Example ==
Org Structure Based Groups: HR > Compensation Team > Claims > "Submit a Claim for xyz" process
Function/Service Based Groups: Maintain Workforce > Compensation Claims > "Submit a Claim for xyz" process
We found smaller and more detailed processes with lots of pictures and video links were more easily 'consumed'. We trained our team to search key words or verbiage to find specific process relevant to what they are trying to achieve. We then made the 'single bite' processes an activity in larger processes for visibility to the bigger picture.
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