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In order to clarify and demonstrate how a client process should be designed to meet the high demands of the mobile devices by the new group of customers, the change from a seller's market to a buyer's dominated market and the focus on the customer‟s need will be discussed.
Afterwards, the issues customer-centricity and customer processes, which are the main elements of a customer-oriented process, and why thinking and acting in customer-oriented process structures is of relevance are discussed.
Having theses to aspects in mind, an exemplary customer-oriented process will be described and visualized. This process has been designed under considering the target group‟s characteristic: flexibility, reachability, safety, self-actualization, and usability.