Identifying the Business Problem

Based of the already existing use cases, we noticed a significant gap in how business users utilized process insights within Appian. While the platform offered a wealth of process data, users often struggled to measure and track KPIs that truly reflected their business goals.

• Observation: Users found quite limiting to only be able to track general average duration,which rarely aligned with their unique objectives. This lack of alignment limited their ability to draw meaningful insights and make decisions that could improve process efficiency.
• Interviews: Conversations with stakeholders—including business analysts, process owners, and executives—highlighted frustration with the system’s lack of flexibility. 
• Data Analysis: We also examined user behavior and found low engagement with the platform’s KPI features. Instead, users frequently relied on basic reporting tools, suggesting a missed opportunity to provide more tailored solutions that better fit their needs.

Key Findings

1. Limited customization options for defining KPIs.
2. A gap between platform-provided metrics and users’ actual business objectives.
3. Low adoption of existing KPI-related features, partly due to usability challenges.
4. A clear demand for a more intuitive, flexible system for creating and managing KPIs.