Typically, when it comes to choosing BPMS people usually take into consideration factors like: functionality, customization , integration, reporting, price etc. They mainly aim to match requirements of business users, management and IT department. But even if all of those people are satisfied, project can fail. Why?
Implementation of even the most functional and reliable suite can fail when user’s interface is crude, unintuitive and slow. Decision makers have to be aware that not everyone in their organization is a tech savvy. Therefore some employees are used to use certain tools on daily basis, like Word or Excel, but have very limited knowledge on what else is out there.
Woodrow Wilson famously said: ‘If you want to make enemies, try to change something’. Implementation of a BPMS usually brings changes in a way of how people work. The main reason of any BPMS implementation is to make work easier and more efficient. Or is it?
An interface is usually the first thing that employees see after introduction of a new suite. If it’s bad, they simply wouldn’t want to use it. Will either struggle with it or try to perform their duties outside of a system. In both cases it results in implementation failure as it won’t make work any easier or more efficient.
Of course organization with freshly implemented BPMS can make trainings, start an information campaign etc. But first of all: it will; second of all: it does not guarantee a success. Plus, if you imagine running trainings for a company with +10 000 employees you come to realization it obviously does not make any sense.
What makes a good interface then?
- simplicity – a good interface in not overloaded with options and information
- intuitiveness – user knows what to do on every stage of a process
- homogeneity – interface stays (almost) the same, no matter in which process user takes part
- guidance – BPMS should help users perform their duties. Things like short instructions, tooltips, automatic data filling etc. are usually helpful
Which interface is the best? The one that does not require any trainings. The one that allows employees with very little (or even none) experience with computers use a system properly. The one that will significantly reduce amount of work for help desk, especially in trivial matters.
An investment in a BPMS with proper interface can save tons of money in the future.
Would you agree?