How can you ensure that business process automation is inclusive and accessible?

1 Understand your users

Before you automate any process, you need to understand who will be using it, what their needs and preferences are, and how they will interact with it. You can use user research methods, such as surveys, interviews, focus groups, or observations, to gather insights and feedback from your users. You should also involve them in the design and testing phases of your BPA projects, to ensure that they are satisfied and comfortable with the outcomes. By understanding your users, you can create more user-friendly, intuitive, and accessible BPA solutions.

2 Follow accessibility standards

Accessibility standards are guidelines and best practices that ensure that your BPA solutions are usable by people with different abilities, disabilities, or assistive technologies. For example, if you are automating a web-based process, you should follow the Web Content Accessibility Guidelines (WCAG), which cover aspects such as text size, color contrast, keyboard navigation, captions, and alternative text. If you are automating a voice-based process, you should consider factors such as speech recognition, volume, clarity, and language. By following accessibility standards, you can make your BPA solutions more inclusive and compliant.

3 Provide options and alternatives

Not everyone will prefer or benefit from the same BPA solution. Some users may have different learning styles, cognitive abilities, or personal preferences. Therefore, you should provide options and alternatives for your users to choose from, depending on their needs and situations. For example, you can offer multiple channels of communication, such as email, phone, chat, or video. You can also provide different levels of automation, such as full, partial, or optional. You can also allow users to customize or personalize some aspects of your BPA solution, such as the layout, speed, or frequency. By providing options and alternatives, you can enhance user satisfaction and engagement.

4 Monitor and evaluate

BPA is not a one-time project, but a continuous process of improvement and adaptation. You should monitor and evaluate the performance and impact of your BPA solutions on a regular basis, using metrics such as efficiency, accuracy, productivity, customer satisfaction, and user feedback. You should also identify any issues or gaps that may arise, such as errors, glitches, or complaints. You should then take action to address them, by making adjustments, updates, or enhancements to your BPA solutions. By monitoring and evaluating, you can ensure that your BPA solutions are meeting your goals and expectations, as well as your users' needs and preferences.

5 Educate and support

BPA can bring significant changes to your organization, processes, and culture. You should educate and support your users, especially your employees, to help them understand and embrace the benefits and challenges of BPA. You should provide clear and timely information, communication, and training on how to use and interact with your BPA solutions. You should also provide feedback, recognition, and incentives to motivate and reward your users for their participation and contribution. You should also create a culture of collaboration and innovation, where your users can share their ideas, experiences, and suggestions for improving your BPA solutions. By educating and supporting, you can foster a positive and productive BPA environment.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?