Phase 1: Strategic analysis
Phase 2: Create insight
Phase 3: Plan
Phase 4: Change
Phase 5: Validate
Wait, isn’t this called service design?
Service design uses user centered methods to create services that fully align with the client. Our approach also takes into account the perspective of the person who performs the process.
Should this approach not be based on lean?
Lean is an approach for reducing waste, variation and overload in processes. We do borrow from Lean: our process visualization in phase 2 is similar to the Value Stream Mapping in Lean. However, our approach places a lot more attention on the human side of the process. Where Lean is very well suited for production processes, our approach is better suited for knowledge-intensive processes that inherently have a lot of variety.
How can we measure the usability of our processes?
Unfortunately, there is no single answer to this question. The usability of a process is to a large extent determined by the fit with the people who have to perform the process: what is a well-fitting process to one person may not work for another person. We are working on a checklist that can help you gain insight in this match. Be sure to check our blog for updates on this!