Firstsource – a leader in the business process solutions space serving more than 100 global businesses – was looking to democratize automation through citizen development so that anyone in the workflow could identify opportunities and then design and build their own automated solutions.
In addition to upskilling technical expertise, they were keen on changing mindsets through steady mentoring. We were able to collaborate and develop a proprietary Automation League training methodology, to help citizen developers identify which gaps Robotic Process Automation (RPA) can fill. This curriculum harnesses motivational techniques around the cumulative power of small changes based on Stanford behavioural scientist B.J. Fogg’s model of creating tiny habits.
Participants used our Magiq Spark mobile journaling app to:
- Identify and prioritize bottlenecks in processes
- Develop positive ideation habits
- Get quick and constructive support from mentors
- Develop storytelling skills to present ideas internally and persuade others of their worth
The app uses gamification techniques to reward and kindle consistent behaviour. As people were equipped with the tools and skills needed to identify opportunities and then design and build their own automated solutions, they were able to add large-scale value to internal processes by reducing errors and freeing up time, generating more opportunities for innovation and higher revenues.