Application of the Design Thinking Approach to Process Redesign at an Insurance Company in Brazil

Beitrag in einem Sammelwerk

Details zur Publikation

Autorinnen und Autoren: Cereja J, Santoro F, Gorbacheva E, Matzner M
Herausgeber: Brocke J., Mendling J.
Titel Sammelwerk: Business Process Management Cases
Verlag: Springer, Cham
Jahr der Veröffentlichung: 2018
Titel der Reihe: Management for Professionals Book Series
Seitenbereich: pp 205-233
ISBN: 978-3-319-58306-8
ISSN: 978-3-319
Sprache: Englisch



Situation faced: During the review of an information system for medical material purchasing at a Brazilian insurance company, it became clear that part of the process supported by this system was done informally and there was no consensus among the employees about some of the related fundamental concepts and procedures.

Action taken: A consulting firm hired by the insurance company to find a solution to these challenges proposed to use the Design Thinking approach to process redesign, by aligning the Design Thinking stages with the phases of the Business Process Management (BPM) lifecycle. A series of workshops that applied various Design Thinking tools was conducted with representatives from all of the company’s departments that deal with the purchasing process, as well as a team of information technology (IT) professionals.

Results achieved: The Design Thinking approach facilitated the following outcomes: (1) formalization of the employees’ perceptions regarding the existing purchasing process, (2) design of a to-be process for material purchasing, which was approved by all stakeholders, and (3) formalization of requirements for the new information system for managing the material-purchasing process.

Lessons learned: The case demonstrated the value of applying the Design Thinking approach to process redesign and improvement, adding useful instruments for BPM analysis. The BPM lifecycle phases correspond well with the Design Thinking stages, and Design Thinking techniques match BPM’s social-construction viewpoint well.

FAU-Autorinnen und Autoren / FAU-Herausgeberinnen und Herausgeber

Matzner, Martin Prof. Dr.
Lehrstuhl für Digital Industrial Service Systems


Cereja, J., Santoro, F., Gorbacheva, E., & Matzner, M. (2018). Application of the Design Thinking Approach to Process Redesign at an Insurance Company in Brazil. In Brocke J., Mendling J. (Eds.), Business Process Management Cases. (pp. pp 205-233). Springer, Cham.

Cereja, José, et al. "Application of the Design Thinking Approach to Process Redesign at an Insurance Company in Brazil." Business Process Management Cases. Ed. Brocke J., Mendling J., Springer, Cham, 2018. pp 205-233.


Zuletzt aktualisiert 2019-01-01 um 01:10