The benefits the customer would expect could be obvious sometimes, but they can also be unclear. In any case, clarifying the goals and outcomes when kicking off the project is a real key factor. I insist on the fact this clarification must be done at the first stage of the project and not afterwards. Why ? because that clarifies the expectations also in the business user mind. By experience, the Process exploration must be driven or at least guided by some outcomes expected to provide a good satisfaction.
These are some benefits example the business could expect:
- Enable data-driven decision making
- Standardizing a Process
- Streamline some business outcomes
- Improve performance
- Reduce Costs (use of automation for example)
- Eliminate unnecessary steps
- Improve customer experience
- Reduce treatment duration
- Identify and eliminate bottlenecks
- Solve Conflicts
- Identify non compliant processes or steps
Of course this list is not exhaustive, but it can cover the most common benefits the business would expect. As a good analyst it’s a good practice to first identify the “benefit category” above and try afterwards to get more details on each.