Course Outline
Introduction
• Digitising vs. redesigning: why copying paper processes onto a screen fails
Mapping the Current Process
• Process mapping from the customer's point of view
• Measuring time, steps and drop-off points
Finding Waste
• Unnecessary steps, documents and signatures
• Approvals and hand-offs between departments
• Separating real regulatory requirements from internal habits
Designing the Target Process
• Principles of a simple digital process
• Co-designing with business, IT, risk and compliance
• Working with BA and UX teams
From Design to Delivery
• Turning the new process into a backlog
• Releasing in steps instead of one big launch
• Measuring results: time, completion rate, digital share
Case Study
• Redesigning a bank's loan, credit card and insurance application from 30+ minutes to a 5-minute, single-signature flow
Practice
• Redesigning a process from the participants' own organisations
Summary and Next Steps
Requirements
Prerequisites
• No prior knowledge of process modelling notations is required
• Experience working with business processes in any role
Audience
• Product Owners and product managers
• Business analysts and process owners
• Operations and back-office managers
• Teams digitising services in banks, insurers, utilities and public administration
