Digital Process Course

Digital Process Analysis and Design: Optimizing the customer experience through digital innovation


Whether private or public sector, the demand is skyrocketing for organizations to provide digitalized services for their customers. Well-designed solutions appear seamless and are in tune with customer expectations for the right service delivered through a simple, intuitive interface whenever and wherever they want.

Going digital, however, cannot be the sole objective. Digital technology alone will not solve a business problem. Comprehensive digitalized capability must be tackled in the context of an omni-channel world that can involve human and robotic agents, machine learning and cyber-based intelligent support interchangeably in a comprehensive process. Digitalizing requires professional analysis and design of the end to end experience.

Due to interconnectivity of all the actions required and the absolute need for 100% data integrity it is even more important to connect all the dots between our customers and our business operations in the front office and the back. This is not a problem that Lean techniques will solve nor will ‘Agile’ development be able to handle by itself.

To be done well, we must apply disciplined approaches including large parts of marketplace understanding, business architecture and integrated design of many solution domains required for the processes to work. Business architects and business designers must still follow a sound set of repeatable practices using renewed methods of process analysis and design adapted for opportunities in a digital world.

This seminar will address what degree of process work is required for today’s organizations striving to establish digital business capabilities to optimize the end to end customer journey and leverage resources in the most effective manner. It will emphasize the customer aspects of the challenge given that customers are no longer recipients of what we do but are key actors with us in doing it. They are a part of newly conceived business processes in partnership with us. We must design shared processes with them in mind.

This class deals with the development of digitalized processes and services. It does not address digital strategies or digital architecture directly.

Roger Burlton, P.Eng., CMCPresident and Managing Partner
Roger is a respected pioneer in the introduction of innovative approaches for Business Management. He is a world leader in the field of Business Process Management, having authored one of the most read and followed books on the topic early in BPM’s growth. Roger’s leadership is also witnessed by his position as chair of several of the most influential conferences each year on BPM and Business Architecture and by his role as chair of the Advisory Board. The insights he brings to PRG’s consulting clients are thoughtful and pragmatic.

Learning Objectives
  • Build a customer journey and find moments of truth
  • Segment customer types and define personas
  • Understand existing customer bottlenecks and constraints and opportunities to remove them
  • Identify potentially useful digital technologies
  • Design end to end value stream processes that start and end with the customer process
  • Reconceptualise the customer interaction with our processes
  • Recognize genuine design constraints from other outside stakeholders
  • Deal with behavioral and cultural change
  • Define the change program

Special Features of this Class
  • Modernizes process analysis and design work to optimize digital processes
  • Deals with customer-in-command processes and business solutions: Journeys and Experiences
  • Minimizes Process Analysis for Digital Process to only enough of what you really need
  • Brings a wealth of opportunities for Process Innovation
  • Features several examples of digitalized processes
  • Involves a series of hands on progressive exercises in designing a digital process solution


This class will be of benefit to professionals and managers of all types involved with designing and developing digitalized business processes.

  • Process Analysts and Designers
  • Business Analysts
  • Business Leaders
  • Agilists
  • Business Architects
  • Anyone else concerned with designing and sustaining an agile business

Class Outline
  • The Digital Challenge
  • Process Methodology Response
  • Understand: Stakeholders, Vision and Scope
  • Analysis: Modeling and Analyzing the Process
  • Digital Inspirations
  • Design the Process and Capabilities
  • Culture and Behavioural Change
  • Implementation Options
  • Wrap up

For more information, please contact us at (204) 691-0405 or