Simulating User Journeys with Active Objects

Kobialka, Paul; Schlatte, Rudolf; Bergersen, Gunnar Rye; Johnsen, Einar Broch; Tapia Tarifa, Silvia Lizeth

doi:10.1007/978-3-031-51060-1_8

Cited by 3 publications

References 45 publications

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Stochastic Games for User Journeys

Kobialka,

Pferscher,

Bergersen

et al. 2024

Lecture Notes in Computer Science

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Industry is shifting towards service-based business models, for which user satisfaction is crucial. User satisfaction can be analyzed with user journeys, which model services from the user’s perspective. Today, these models are created manually and lack both formalization and tool-supported analysis. This limits their applicability to complex services with many users. Our goal is to overcome these limitations by automated model generation and formal analyses, enabling the analysis of user journeys for complex services and thousands of users. In this paper, we use stochastic games to model and analyze user journeys. Stochastic games can be automatically constructed from event logs and model checked to, e.g., identify interactions that most effectively help users reach their goal. Since the learned models may get large, we use property-preserving model reduction to visualize users’ pain points to convey information to business stakeholders. The applicability of the proposed method is here demonstrated on two complementary case studies.

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Stochastic Games for User Journeys

Kobialka,

Pferscher,

Bergersen

et al. 2024

Lecture Notes in Computer Science

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Nudging Strategies for User Journeys: Take a Path on the Wild Side

Johnsen,

Kobialka,

Pferscher

et al. 2024

Lecture Notes in Computer Science

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User journey games: automating user-centric analysis

Kobialka,

Lizeth Tapia Tarifa,

Bergersen

et al. 2024

Softw Syst Model

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The servitization of business is moving industry to business models driven by customer demand. Customer satisfaction is connected with financial rewards, forcing companies to invest in their users’ experience. User journeys describe how users maneuver through a service. Today, user journeys are typically modeled graphically, and lack formalization and analysis support. This paper proposes a formalization of user journeys as weighted games between the user and the service provider and a systematic data-driven method to derive these user journey games from system logs, using process mining techniques. As the derived games may contain cycles, we define an algorithm to transform user journeys games with cycles into acyclic weighted games, which can be model checked using "Image missing" to uncover potential challenges in a company’s interactions with its users and derive company strategies to guide users through their journeys. Finally, we propose a user journey sliding-window analysis to detect changes in the user journey over time by model checking a sequence of generated games. Our analysis pipeline has been evaluated on an industrial case study; it revealed design challenges within the studied service and could be used to derive actionable recommendations for improvement.

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Simulating User Journeys with Active Objects

Cited by 3 publications

References 45 publications

Stochastic Games for User Journeys

Stochastic Games for User Journeys

Nudging Strategies for User Journeys: Take a Path on the Wild Side

User journey games: automating user-centric analysis

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