The document discusses how business process management (BPM) is evolving to focus on customer experience and mobile engagement. It argues that BPM software needs to be more open, accessible, collaborative and adaptive to change. The key dimensions of the future for BPM software are identified as design, implementation, collaboration, change and accessibility. BPM metrics also need to shift from efficiency to metrics focused on convenience, engagement and advocacy. Recommendations include embracing design thinking, evaluating BPM solutions that emphasize rich user experiences, and extending process app development across the business.

1. The New Dimensions Of Open For
Enterprise BPM
Clay Richardson, Principal Analyst
May 7, 2014

2. © 2014 Forrester Research, Inc. Reproduction Prohibited 2
Source: Adapted from October 2013, “Competitive Advantage In The Age Of The Customer”, Forrester report
Age of the customer reshapes demand
and focus of process efforts
Assembly lines Supply chains Automation Engagement
Business process evolution

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Source: Q3 2013, Global State of Enterprise Architecture Online Survey, Base: 90 EA Professionals
Mobile and customer experiences shift
focus of BPM investments
Over the next 12 months, do you expect to see an increase or
decrease in demand for the following BPM related activities?

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Process change must blend system-oriented
and design-oriented approaches
• Tailored interactions
• Contextualized experiences
• Focus on empathy
• Support for experimentation

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Source: Adapted from February 2012 “Mobile Is The New Face of Engagement”, Forrester report
Design thinking underpins systems of
engagement
BPM for transactions
• Focus on executing high volume
transactions
• Targets structured business
processes and systems
• Ideal for slower to change
processes
BPM for engagement
• Focus on delivering adaptive
user experience
• Targeting unstructured or semi-
structured processes
• Ideal for faster-pace of change
• Support new work patterns -
mobile, social

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Customer experience and mobile
engagement demand open approach to
enterprise BPM.

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Five key dimensions define the future of
BPM software
Design
Implementation
AccessibilityChange
Collaboration

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Design: Start process design based on
user experience and engagement
› Mobile-ready forms applications
with minimal hand-coding
› Extend forms to external
customers to speed application
submission and tracking
› Connect smart forms to long
running process automation
and workflow

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Implementation: Quickly compose
process-based apps
› Eliminate barriers between
requirements and development
› Focus on composable business –
quick change based on new
requirements
› Connect to existing systems of
record, web services, and API’s

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Collaboration: Drive social interaction
throughout process lifecycle
› Design time collaboration to
engage employees and
customers
› Run time collaboration support
social work patterns and sharing
› Extensible environment allowing
developers to extend out-of-the-
box functionality

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Change: Adopt new mantra “Start small,
think big, learn fast!”
› Culture of experimentation through
building, deploying, learning
› Unified sandbox for modeling
requirements, implementing
solution, and deployment
› Production-ready environment for
moving from testing to broader
deployment

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Accessible: Quickly scale from pilot
apps to enterprise critical processes
› Prevent siloed application sprawl
through a single repository for
process applications
› Single unified platform to support
authentication, configuration
management
› Enterprise support for integrating
with systems of record and reuse
of existing services

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Shift metrics for BPM to focus on
convenience, engagement, advocacy
Outside-In MetricsInside-Out Metrics
AdvocacyAdoption
EngagementQuality
ConvenienceEfficiency

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Self-service
Human-mediated
Simple Complex
Business Process
Customer
Interac on Mode
B2C apps
Dynamic
Web apps
Forms-
based apps
B2B apps
Case mgt
apps
Source: Forthcoming, “New Dev Platforms Emerging For Customer-Facing Apps”, Forrester report
Identify quick win opportunities to
deliver engaging process-apps

15. Recommendations
› Embrace design thinking and test-and-learn
methods to focus on customer and employee
engagement
› Evaluate BPM solutions that emphasize rich and
mobile UX to drive intelligent interactions
› Extend process-app development to the
business with “low-code” BPM solutions

16. Thank you
Clay Richardson,
Principal Analyst
crichardson@forrester.com
+1 703 598 9505