Process Redesign for Digital Services Training Course
A significant number of digital services remain cumbersome and inefficient because they are essentially legacy paper and branch workflows projected onto a digital interface. Genuine value is derived from fundamentally rethinking the process architecture itself: by eliminating redundant stages, excessive sign-offs, and disjointed handovers. This instructor-led, live training session, available both online and on-site, is designed for mid-level Product Owners, Business Analysts, and Process Managers seeking to restructure processes with a customer-centric focus, rather than merely digitizing existing operational models.
Upon completion of this program, participants will be equipped to:
• Map current workflows through the lens of the customer experience.
• Pinpoint inefficiencies, such as redundant tasks, paperwork, approvals, and handovers.
• Challenge entrenched 'status quo' methodologies using data and regulatory frameworks.
• Collaboratively design a streamlined target process involving Business, IT, Risk, and Compliance teams.
• Translate the redesigned process into a delivery backlog and track performance outcomes.
Training Format
• Interactive sessions featuring lectures and group discussions.
• Detailed case study analysis: reducing a bank’s loan, credit card, and insurance application journey from over 30 minutes to just 5 minutes.
• Practical application: redesigning a process relevant to participants’ own organizations, where applicable.
Customization Options
• For tailored training solutions based on this curriculum, please reach out to our team to arrange specifics.
This course is available as onsite live training in India or online live training.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 expertise in process modeling notations is necessary
• Professional experience working with business processes in any capacity
Target Audience
• Product Owners and Product Managers
• Business Analysts and Process Owners
• Operations and Back-office Managers
• Teams focused on digitizing services within banking, insurance, utilities, and public sectors
Open Training Courses require 5+ participants.
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