Design Thinking and BPM: The Winning Combination for User-Friendly Processes


As BPM professionals, you are constantly seeking innovative approaches to improve your business processes, increase efficiency, and enhance customer satisfaction. One emerging trend that is gaining momentum in the business world is the combination of design thinking and business process management (BPM). This unique combination creates more user-friendly processes that not only increase efficiency but also take into account the needs and desires of the customer.

Design thinking is a problem-solving methodology that emphasizes empathy, creativity, and iterative prototyping. It is a user-centric approach that puts the customer at the center of the design process, focusing on understanding their needs and pain points. On the other hand, BPM is focused on optimizing business processes to improve efficiency, reduce costs, and increase quality.

By integrating these two methodologies, businesses can create processes that are both efficient and user-friendly. In this article, we will explore the benefits of using design thinking in BPM, and how this approach can help businesses better understand the needs of their customers and create more effective and efficient processes. We will also discuss the key steps involved in implementing design thinking in BPM and how it can lead to a culture of continuous improvement.

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Increased Understanding Of User Needs

Design thinking encourages businesses to empathize with their users and gain a deep understanding of their needs, desires, and pain points. By gaining this understanding, businesses can create processes that are more aligned with their customers’ needs, leading to higher satisfaction rates and improved customer loyalty.

More Creativity And Innovation

Design thinking is a highly creative process that encourages businesses to think outside the box and come up with innovative solutions. By integrating this approach into BPM, businesses can create processes that are not only optimized but also more innovative and user-friendly.

Iterative Prototyping And Testing

Design thinking involves creating prototypes and testing them with users to get feedback and make improvements. By integrating this approach into BPM, businesses can continuously improve their processes based on user feedback, leading to more effective and efficient processes.

More Collaboration And Communication

Design thinking is a collaborative process that involves input from multiple stakeholders. By involving different departments and teams in the process, businesses can improve communication and collaboration across the organization.

To implement design thinking in BPM, businesses can follow these steps:

  • Empathize with Users: Understanding the needs, desires, and pain points of your customers is crucial to creating processes that are more user-friendly. Take the time to listen to your customers, analyze their feedback, and understand what they are looking for.
  • Define the Problem: Clearly define the problem you are trying to solve and set specific goals for your BPM project. This will help you stay focused and on track throughout the process.
  • Ideate: Generate Creative Ideas: Use the insights gained from empathizing with users to generate creative ideas and solutions for your BPM project. Encourage brainstorming and collaboration to come up with new and innovative solutions.


  • Prototype and Test: Once you have generated ideas, it’s time to create prototypes and test them with users to get feedback and make improvements. Use rapid prototyping techniques to quickly create and test prototypes, allowing you to iterate and improve your process quickly.
  • Implement and Iterate: Once you have refined your process based on user feedback, it’s time to implement it and continuously iterate and improve it based on user feedback and data analysis.

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Combining design thinking and BPM can lead to more user-friendly and innovative business processes. By empathizing with users, generating creative ideas, and continuously iterating and improving processes, businesses can create more efficient and effective processes that better align with the needs and desires of their customers.

Design thinking and BPM are not mutually exclusive, but rather complementary approaches that can work together to create a more human-centered approach to business process management. By incorporating design thinking into your BPM approach, you can optimize your processes while also creating more user-friendly and innovative solutions that better serve your customers.

To achieve success with this approach, it is important to encourage collaboration and communication across different departments and teams, as well as to continuously monitor and evaluate the effectiveness of your processes. By doing so, you can create a culture of continuous improvement that leads.

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EOSGlobe is a leading business process management organisation that strives to provide high quality services focusing on exceptional customer experience and digital technological innovation. EOSGlobe is committed to becoming a value-driven organisation with the highest standard of services to their customers. With an exceptional team having rich domain expertise and robust digital solutions, helps businesses to transform their futuristic goals into reality. It aims for strategic partnerships with its global clientele to build a culture of innovation and business transformation at cost effective rates and with more productivity.

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