1、Accelerating End-to-End Process Automation with UX and Low-CodeSponsored by2ACCELERATING END-TO-END PROCESS AUTOMATION WITH UX AND LOW-CODE 2022 SSON Are your employees struggling with internal apps and work processes that are difficult and time-consuming to use?Want to save money and boost morale?T

2、hen its the right time to consider the latest approaches in process automation with a mindset of usability.Guided by UX and process automation experts,and equipped with the latest in low-code automation software,your teams can streamline and simplify your processes to bring a consumer-friendly minds

3、et to your internal corporate apps.Table of ContentsIntroduction3WheretoBegin?4AutomationEssentials5ItTakestheRightTeam6DreamBig7FrictionlessExperience8CitizenDevelopers9Case Study:How AssistEdge Transformed Operations foraTopCommunicationsCompany10Tackling the Top Challenges around Low-Code/No-Code

4、 In Conversation with Shrikant Deo,Director Product Management,EdgeVerve11End-To-EndThinking12Conclusion13ACCELERATING END-TO-END PROCESS AUTOMATION WITH UX AND LOW-CODE3 2022 SSON IntroductionEdward Deming,the father of quality improvement,said:“If you cant describe what you are doing as a process,

5、you dont know what you are doing.”This comment is even more prescient today as low-code automation tools can enable people with limited coding abilities to automate repeatable business processes using a drag and drop UI interface.This is a logical evolution of existing best practices to involve the

6、people doing the work in end-to-end process thinking.Dont stop there,since optimization is not only about a streamlined process,but it is also about usability.If this idea resonates with you,youre not alone.The 2022 Share Services State of the Industry Survey(as seen in graph 1)says that the top two

7、 skills that companies are prioritizing are 1)automation and 2)process design/continuous improvement.Its also no surprise that 81%of organizations have end-to-end process integration as a top priority(as seen in graph 2).This article will lay out considerations to accelerate your process transformat

8、ion efforts.What 3 skills are you prioritizing right now?Is end-to-end process integration a top priority for shared services this year?Source:2022 Share Services State of the Industry SurveySource:2022 Share Services State of the I ndustry Survey4ACCELERATING END-TO-END PROCESS AUTOMATION WITH UX A

9、ND LOW-CODE 2022 SSON Where to Begin?Leadership Buy-InWith any project,the best place to begin is with a project charter that can ensure leadership support,define the necessary resources,funding,and of course,timeline.Funding should not only include the people you need,but also software for process

10、discovery and automation.To gain leadership buy-in,you may need to educate your leaders on the value of process automation.Often showing is more compelling than telling.If they can see all the manual actions(e.g.,copy/pasting,moving data from one app to another,repetitive steps)that occur,they can b

11、etter understand why its a big opportunity to free up people for higher-level activities.Consider both qualitative and quantitative approaches to select the processes to focus on.On the qualitative side,what are your leaders telling you about your companys top business imperatives.Is your supply cha

12、in not resilient enough?Are your consumer-facing sites not keeping pace with your competition?Are your financial processes consuming too many resources and putting you at a cost disadvantage?This is a great chance for you to team with your top leaders.Document your ProcessesQuantitative approaches c

13、an complement leadership guidance,as leading companies have already extensively documented processes and are monitoring performance using dashboards.For many of us,however,processes are only partially documented or are outdated.You need to detail out your workflows and adjust based on all the actual

14、 steps that are happening.Pay special attention to defects and exceptions as they often will create opportunities for streamlining your work.Value stream mapping is a great approach where you map out the current state,measures,time for each step,defects,and issues.Its important to optimize processes

15、 before automating to prevent bad processes from running faster.You should have owners assigned to each major process so theres someone on-point to guide improvement plans.There are software suites that can guide in process discovery,either collecting data from existing systems or monitoring activit

16、ies on users PCs to generate candidates for automation.When selecting software,make sure you understand the full cost of implementation beyond software licensing and balance that against the return on investment youll receive.ACCELERATING END-TO-END PROCESS AUTOMATION WITH UX AND LOW-CODE5 2022 SSON

17、 Automation EssentialsRobotic Process Automation(RPA)is used to free users from doing monotonous activities.Examples include:There are generally two types:Unattended run on a schedule or triggered by some other event Attended triggered by a person to accomplish a taskSimple forms of task automation

18、have been around for a while(e.g.,creating a macro in Excel).RPA tools have significantly evolved over the last five years.According to Forrester,the RPA software market will exceed$22 billion by 2025.This growth is fueled by the success of enthusiastic adopters of RPA software and continued maturit

19、y of automation software suites to enable not only determining what processes to automate(process discovery),but also the evolution of development tools that expand RPA creation beyond the scope of IT to less technical individuals(citizen developers).Citizen Developers can use point and click interf

20、aces to build bots.More about point and click(low-code/no-code)interfaces later.Logging into different applicationsScreen emulationPerforming calculations and reconciliationsReading and writing to databasesOpening emails and attachmentsCreating service ticketsPulling and formatting reportsMaintainin

21、g an audit trail of activities6ACCELERATING END-TO-END PROCESS AUTOMATION WITH UX AND LOW-CODE 2022 SSON It Takes the Right Team“No one can whistle a symphony.It takes an orchestra to play it.”-H.E.LucckockJust like great music requires different instruments and unique skills,so will your automation

22、 efforts require the right team of experts.This would include:A project leader to manage the schedule and plans.A department head who could own value realization and provide ongoing ownership.Process experts to define the“as is”vs.“to be”states.IT experts to bring expertise on automation software,co

23、nnections across applications,and governance for citizen developers.Citizen developers who can come from the existing operations teams to leverage low-code/no-code solutions.If you do go down the path of citizen developers,make sure you have the proper skill development,recognition,and governance.If

24、 you are new to automation,you may also need to bring in external experts from your software or consulting partners that have done this work before.Just be sure to build the knowledge internally,so you can have this expertise when needed.User experience experts to make the applications as frictionle

25、ss as possible.ACCELERATING END-TO-END PROCESS AUTOMATION WITH UX AND LOW-CODE7 2022 SSON Dream Big“Dream big.Start small.But most of all,start.”-Simon Sinek,author and speakerThis is brilliant guidance for your automation efforts.First,its important to have a holistic plan(a big dream)of what proce

26、sses to focus on,and in which priority,which ideally is driven by business value.Start small,is excellent guidance to choose an initial scope that gives you experience and gets you quick wins to build confidence with your leaders.Initial successes will give you the momentum you need to continue.Star

27、ting small can also give you the experience to avoid key areas where automation efforts can go off the rails.Asking the Right Questions:Source:Intelligent Automation and Customer Priorities SurveyTop 3 Barriers to ScalingLack of deep process understanding do you fully understand your processes,inclu

28、ding defects and exceptions?Fear of changecan you build confidence in your teams that this is not about people losing their jobs,but rather about increasing capacity and building skills for higher-value contributions?Skill gapsdo your teams have the right skills to get the job done?Value realization

29、are you getting the ROI you expected?These challenges are supported by a recent Intelligent Automation and Customer Priorities Survey(as seen in graph 3)found that the top 3 barriers to scale were lack of IT readiness/skills,cost to implement,and identifying the right processes.8ACCELERATING END-TO-

30、END PROCESS AUTOMATION WITH UX AND LOW-CODE 2022 SSON Frictionless Experience Steve Jobs said:“Its not just what it looks like and feels like.Design is how it works.”For example,when you try to buy a product on your phone,integration with Apple pay makes it a one-click experience,filling in your add

31、ress and providing a connection for your payment.Creating a delightful experience for consumers is the difference between a companys success or failure,but we often dont focus on this inside the enterprise.If we can bring the same type of amazing experience inside companies,we can create frictionles

32、s experiences for our employees that free them up for higher-value pursuits.Imagine creating a purchase order with the simplicity of buying from Amazon,or approving a PO as seamlessly as responding to a text.So why are internal apps much less usable than consumer facing ones?Reasons include:Internal

33、 software teams are significantly smaller,with smaller budgets,as its not seen as adding to the bottom line.We often dont allocate usability experts to apply to fully understand the best way to get tasks done.We typically design internal systems on ambiguous requirements,with an incomplete understan

34、ding of the processTo create frictionless experiences and delight internal uses,usability best practices will have developers applying techniques like Design Thinking to think about the different roles of people that interact with a system,fully understand each type of users pain points,build iterat

35、ive prototypes.Finally,launch and leave needs to evolve to an approach of continuous improvement.Although this approach will be more costly,it will pay out in productivity improvements and increased morale.ACCELERATING END-TO-END PROCESS AUTOMATION WITH UX AND LOW-CODE9 2022 SSON Citizen DevelopersA

36、n old proverb says:“give a man a fish and you feed him for a day;teach a man to fish and you feed him for a lifetime.”This proverb also applies to your process improvement and automation efforts.This will be people doing the work,that will also have the aptitude to rise above their day-to-day roles

37、and take a lead position in understanding the current state,designing the future state,and even using emerging low-code/no-code tools to contribute to development.According to Gartner,by 2024,80%of technology products and services will be built by those who are not technology professionals.low-code

38、and no-code automation tools provide a drag and drop interface that can enable non-technical experts to build apps.The drag and drop actions thengeneratethedetailedcode.Althoughspecifictechnicalexpertiseisntrequired,theredefinitelyneedstobeadeepunderstanding of the process.Best practices to benefit

39、from low-code and no code automation tools include:Ensure department leaders can keep track of whats being created by their teams and is adding value.Provide governance by IT experts to catalog,document,and track applications for ongoing support.This is particularly important as people move to new r

40、oles or leave the company.Make sure theres proper training and recognition for citizen developers.No-code doesnt equal no-training.Still very important to educate these developers on the tools and work processes for supportability/scale.Adopt an agile mindset.Iterate,get feedback,and improve.Conside

41、r a Center of Expertise(COE)where a team of internal experts can assist citizen developers to accelerate their start-up and socialize best practices.No-code doesnt equal No-training10ACCELERATING END-TO-END PROCESS AUTOMATION WITH UX AND LOW-CODE 2022 SSON Case Study:How AssistEdge Transformed Opera

42、tions for a Top Communications CompanyAssistEdges client is the oldest communications company and a leader in communication services.Headquartered in London,the multinational organization operates in nearly 180 countries across five continents,providing fixed-line,broadband,mobile,pay-tv,and enterpr

43、ise IT services.The companys focus on innovation has been the cornerstone of its 170-year history.The organization sees exceptional customer experience as the key to its transformation to a modern network provider and was looking to increase efficiency in a bid to scale its business operations.Chall

44、engeThe client had a large workforce across multiple locations catering to its global customer base across services and products.The team provided solutions like installation,service fulfilment,support,maintenance,and communication channel upgrades.Although effective,service delivery across the boar

45、d was inefficient and hindered the organizations evolution into a modern network provider as it sought to scale operations on the back of legacy architecture.From accessing multiple thick and thin applications and switching between several browser windows to manually reviewing,service planning,extra

46、cting,and identifying information,several leakages were resulting in a tardy operation.Furthermore,searching for information on multiple apps during a customer conversation over chat or the phone meant that executives often had to multitask at speed resulting in inaccuracy and consequently a poor cu

47、stomer experience.The issues with the existing processes also led to an increased dependence on experience agents,affecting productivity and quality.SolutionIt was evident that Automation would add considerable value but only if deployed with a focus on creating the highest impact.EdgeVerve implemen

48、ted AssistEdge Engage,a low-code orchestrator with drag-and-drop,point-and-click capabilities.A single sign-on,automated launch and login for over 200 applications combined with customized and intuitive dashboard,built using low-code/no-code feature,injected speed,intelligence,and accuracy into the

49、service process.One-click search for repetitive transactions that previously required cascade searches in multiple applications meant that agents could retrieve accurate information faster,reducing AHT and improving customer service.The benefits were evident and immediate.By integrating logic into t

50、he tool,AssistEdge Engage reduced agent dependency on subject matter experts,all but eliminating process bottlenecks that were taking a toll on productivity.Now,bolstered by AssistEdge Engage and the resources freed up by its implementation,the client can accelerate their plans for scale and build o

51、n a stellar legacy of customer success and innovation.ACCELERATING END-TO-END PROCESS AUTOMATION WITH UX AND LOW-CODE11 2022 SSON Tackling the Top Challenges around Low-Code/No-CodeIn Conversation with Shrikant Deo,Director Product Management,EdgeVerveWhat is the value in democratizing automation wi

52、th low-code/no-code tools?A lot of business operations have manual,repetitive work,that can be time-consuming for employees.These tools can lift the burden for employees having to do that mundane work so they can focus on more beneficial value-related activities.So,the real value these tools offer i

53、s bringing human capital back into the organization.Additionally,with low-code tools,an entire process can be automated.Instead of relying on automation for specific functions of the process,low-code tools can automate everything and allow employees to focus on oversight of the process.How can the o

54、rganization ensure that there is an enterprise logic to the focus areas that citizen developers may choose to apply low-code/no-code automation?Many organizations are implementing process mining or process discovery to determine focus areas for low-code/no-code automation.By bringing in process mini

55、ng,employees now have a tool that can assist them in determining which processes are prepared for low-code/no-code automation and which ones need to be further developed before automation can be brought in.Who should be responsible for the deployment,coordination,and oversight of a low-code/no-code

56、tool?In the past,any automation project would fall in the lap of the IT department.However,with low-code/no-code tools,the power of automation has been given back to the business.There are tools at the disposal of business leaders that can help them determine what processes could be successfully aut

57、omated and best practices for deploying and overseeing the implementation of low-code tools.What controls or governance should be put in place to ensure that low-code,no-code is being harnessed in the right way?The popular trend today is to have the IT business function rely on process mining/task m

58、ining tools to govern the effectiveness of low-code tools.However,these tools also provide a degree of flexibility and simplicity that allows multiple members of an enterprise to govern low-code/no-code tools and ensure it is being used in the right way.With this added flexibility,those who understa

59、nd and work with a process have the capability to manage their own automation strategies while also having the knowledge that IT groups are there to provide assistance.12ACCELERATING END-TO-END PROCESS AUTOMATION WITH UX AND LOW-CODE 2022 SSON End-To-End Thinking“There is nothing so useless as doing

60、 efficiently that which should not be done at all.”Peter Drucker Your journey should take you from a deep understanding of your current processes to a future state that is much simpler,more usable,and ultimately connected.However,there still may be useless steps youre doing since processes are not f

61、ully connected.For example,is your hiring process connected to your onboarding process?Do your customer service agents have complete visibility into what your customer purchased and previous calls or emails?The next frontier is Process Orchestration tools that can help you connect,coordinate,and mon

62、itor multiple automated workflows.For example,you may link bots,humans,and algorithms through orchestration software that handles approvals and exceptions.Benefitsinclude:An end-to-end view can point out additional points where time is wastedReduce human mistakes by stitching systems togetherCustome

63、r and employee satisfaction by less re-workA more scalable operation since fewer people are needed as you growWith any new software tool,its always a good idea to start with a smaller scope so you can build expertise.One final consideration is culture.Process-oriented functions like logistics and fi

64、nance are used to working within process software and accepting of increased automation.With more creative functions like marketing and design,confirm the willingness to adopt and leaderships commitment before investing significantly.ACCELERATING END-TO-END PROCESS AUTOMATION WITH UX AND LOW-CODE13

65、2022 SSON ConclusionWho wouldnt want to save money,boost morale,and streamline operations?This is why process discovery,RPA,and process orchestration software markets are expanding exponentially.As you pilot and adopt these tools,keep in mind best practices of project management and process improvem

66、ent.Select the process improvement efforts that create the most value for your enterprise.Get the right team together and charter the work with the appropriate leadership support.Optimize the process before you automate.This is also a great opportunity to bring a frictionless experience to your inte

67、rnal apps.Your employees and customers will thank you.Finally,consider emerging process orchestration tools that can stitch together your processes end-to-end.As you move forward on your journey,keep in mind this great quote from Bill Gates:“The first rule of any technology used in a business is tha

68、t automation applied to an efficient operation will magnify the efficiency.The second is that automation applied to an inefficient operation will magnify the inefficiency.”David Cohen,Author14ACCELERATING END-TO-END PROCESS AUTOMATION WITH UX AND LOW-CODE 2022 SSON EdgeverveEdgeVerve Systems Limited

69、,a wholly owned subsidiary of Infosys,is a global leader in AI and Automation,assisting clients thrive in their digital transformation journey.Our mission is to create a world where our technology augments human intelligence and creates possibilities for enterprises to thrive.Our comprehensive produ

70、ct portfolio across AI(XtractEdge),Automation(AssistEdge)and Supply Chain(TradeEdge)helps businesses develop deeper connections with stakeholders,power continuous innovation and accelerate growth in the digital world.Today EdgeVerves products are used by global corporations across financial services

71、,insurance,retail,consumer&packaged goods,life sciences,manufacturing telecom and utilities.Visit us to know how enterprises across the world are thriving with the help of our SSONThe Shared Services&Outsourcing Network(SSON)is the largest and most established community of shared services and outsou

72、rcing professionals in the world,with over 170,000 members.Established in 1999,SSON recognized the revolution in support services as it was happening,and realized that a forum was needed through which practitioners could connect with each other on a regional and global basis.SSON is a one-stop shop for shared services professionals,offering industry-leading events,training,reports,surveys,interviews,white papers,videos,editorial,infographics,and