Skip to main content
SpringerLink
Log in

Weighted Games for User Journeys

  • Conference paper
  • First Online:
Software Engineering and Formal Methods (SEFM 2022)

Part of the book series: Lecture Notes in Computer Science ((LNCS,volume 13550))

Included in the following conference series:

Abstract

The servitisation of business is moving industry to business models driven by customer demand. Customer satisfaction is connected with financial rewards, forcing companies to investigate in their users’ experience. User journeys describe how users manoeuvre through a service. Today, user journeys are typically modelled graphically, and lack formalisation and analysis support. This paper proposes to formalise user journeys as weighted games between the user and the service provider. We further propose a data-driven construction of such games, derived from system logs using process mining techniques. As user journeys may contain cycles, we bound the number of iterations in each cycle and develop an algorithm to unfold user journeys into acyclic weighted games. These can be model checked using Uppaal Stratego to uncover potential challenges in how a company interacts with its users and to derive company strategies to guide users better in their journeys. Our analysis pipeline was evaluated on an industrial case study; it revealed design challenges within the studied service and could be used to derive suitable recommendations for improvement.

This work is part of the Smart Journey Mining project, funded by the Research Council of Norway (grant no. 312198).

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 54.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 69.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Notes

  1. 1.

    An artefact for the implementation and evaluation of the analysis pipeline in this paper is available: https://doi.org/10.5281/zenodo.6962413.

References

  1. User Journey Games Repository. https://github.com/smartjourneymining/User-Journey-Games

  2. van der Aalst, W.M.P.: Process Mining - Data Science in Action. Springer, Heidelberg (2016). https://doi.org/10.1007/978-3-662-49851-4

    Book  Google Scholar 

  3. Baier, C., Katoen, J.P.: Principles of Model Checking. The MIT Press, Cambridge (2008)

    Google Scholar 

  4. Behrmann, G., Cougnard, A., David, A., Fleury, E., Larsen, K.G., Lime, D.: UPPAAL-Tiga: time for playing games! In: Damm, W., Hermanns, H. (eds.) CAV 2007. LNCS, vol. 4590, pp. 121–125. Springer, Heidelberg (2007). https://doi.org/10.1007/978-3-540-73368-3_14

    Chapter  Google Scholar 

  5. Berendes, C.I., Bartelheimer, C., Betzing, J.H., Beverungen, D.: Data-driven customer journey mapping in local high streets: A domain-specific modeling language. In: Proceedings of the International Conference on Information Systems (ICIS 2018). Association for Information Systems (2018)

    Google Scholar 

  6. Bergersen, G.R., Sjoberg, D.I., Dyba, T.: Construction and validation of an instrument for measuring programming skill. IEEE Trans. Softw. Eng. 40(12), 1163–1184 (2014)

    Article  Google Scholar 

  7. Bernard, G., Andritsos, P.: CJM-ex: goal-oriented exploration of customer journey maps using event logs and data analytics. In: Proceedings of BPM Demo Track and BPM Dissertation Award co-located with 15th International Conference on Business Process Modeling (BPM 2017). CEUR Workshop Proceedings, vol. 1920. CEUR-WS.org (2017)

    Google Scholar 

  8. Bernard, G., Andritsos, P.: A process mining based model for customer journey mapping. In: Proceedings of Forum and Doctoral Consortium Papers at the 29th International Conference on Advanced Information Systems Engineering (CAiSE 2017). CEUR Workshop Proceedings, vol. 1848, pp. 49–56. CEUR-WS.org (2017)

    Google Scholar 

  9. Bernard, G., Andritsos, P.: CJM-ab: abstracting customer journey maps using process mining. In: Mendling, J., Mouratidis, H. (eds.) CAiSE 2018. LNBIP, vol. 317, pp. 49–56. Springer, Cham (2018). https://doi.org/10.1007/978-3-319-92901-9_5

    Chapter  Google Scholar 

  10. Bernard, G., Andritsos, P.: Contextual and behavioral customer journey discovery using a genetic approach. In: Welzer, T., Eder, J., Podgorelec, V., Kamišalić Latifić, A. (eds.) ADBIS 2019. LNCS, vol. 11695, pp. 251–266. Springer, Cham (2019). https://doi.org/10.1007/978-3-030-28730-6_16

    Chapter  Google Scholar 

  11. Bitner, M.J., Ostrom, A.L., Morgan, F.N.: Service blueprinting: a practical technique for service innovation. Calif. Manag. Rev. 50(3), 66–94 (2008)

    Article  Google Scholar 

  12. Bouyer, P., Cassez, F., Fleury, E., Larsen, K.G.: Optimal strategies in priced timed game automata. In: Lodaya, K., Mahajan, M. (eds.) FSTTCS 2004. LNCS, vol. 3328, pp. 148–160. Springer, Heidelberg (2004). https://doi.org/10.1007/978-3-540-30538-5_13

    Chapter  Google Scholar 

  13. Chen, T., Forejt, V., Kwiatkowska, M., Parker, D., Simaitis, A.: PRISM-games: a model checker for stochastic multi-player games. In: Piterman, N., Smolka, S.A. (eds.) TACAS 2013. LNCS, vol. 7795, pp. 185–191. Springer, Heidelberg (2013). https://doi.org/10.1007/978-3-642-36742-7_13

    Chapter  Google Scholar 

  14. Crosier, A., Handford, A.: Customer journey mapping as an advocacy tool for disabled people: a case study. Soc. Mark. Q. 18(1), 67–76 (2012)

    Article  Google Scholar 

  15. David, A., Jensen, P.G., Larsen, K.G., Mikučionis, M., Taankvist, J.H.: Uppaal Stratego. In: Baier, C., Tinelli, C. (eds.) TACAS 2015. LNCS, vol. 9035, pp. 206–211. Springer, Heidelberg (2015). https://doi.org/10.1007/978-3-662-46681-0_16

    Chapter  Google Scholar 

  16. Følstad, A., Kvale, K.: Customer journeys: a systematic literature review. J. Serv. Theory Practice 28(2), 196–227 (2018)

    Article  Google Scholar 

  17. Fornell, C., Mithas, S., Morgeson, F.V., Krishnan, M.: Customer satisfaction and stock prices: high returns, low risk. J. Mark. 70(1), 3–14 (2006)

    Article  Google Scholar 

  18. Halvorsrud, R., Boletsis, C., Garcia-Ceja, E.: Designing a modeling language for customer journeys: lessons learned from user involvement. In: Proceedings of 24th International Conference on Model Driven Engineering Languages and Systems (MODELS 2021), pp. 239–249. IEEE (2021)

    Google Scholar 

  19. Halvorsrud, R., Haugstveit, I.M., Pultier, A.: Evaluation of a modelling language for customer journeys. In: Proceedings Symposium on Visual Languages and Human-Centric Computing (VL/HCC 2016), pp. 40–48. IEEE Computer Society (2016)

    Google Scholar 

  20. Halvorsrud, R., Kvale, K., Følstad, A.: Improving service quality through customer journey analysis. J. Serv. Theory Practice 26(6), 840–867 (2016)

    Article  Google Scholar 

  21. Halvorsrud, R., Mannhardt, F., Johnsen, E.B., Tapia Tarifa, S.L.: Smart journey mining for improved service quality. In: Proceedings of the IEEE International Conference on Services Computing (SCC 2021), pp. 367–369. IEEE (2021)

    Google Scholar 

  22. Harbich, M., Bernard, G., Berkes, P., Garbinato, B., Andritsos, P.: Discovering customer journey maps using a mixture of Markov models. In: Proceedings of 7th International Symposium on Data-Driven Process Discovery and Analysis (SIMPDA 2017). CEUR Workshop Proceedings, vol. 2016, pp. 3–7. CEUR-WS.org (2017)

    Google Scholar 

  23. Jagadeesh Chandra Bose, R.P., van der Aalst, W.: Trace alignment in process mining: opportunities for process diagnostics. In: Hull, R., Mendling, J., Tai, S. (eds.) BPM 2010. LNCS, vol. 6336, pp. 227–242. Springer, Heidelberg (2010). https://doi.org/10.1007/978-3-642-15618-2_17

    Chapter  Google Scholar 

  24. Lammel, B., Korkut, S., Hinkelmann, K.: Customer experience modelling and analysis framework a semantic lifting approach for analyzing customer experience. In: Proceedings of 6th International Conference on Innovation and Entrepreneurship (IE 2016). GSTF (2016)

    Google Scholar 

  25. Larsen, K.G., Pettersson, P., Yi, W.: UPPAAL in a nutshell. Int. J. Softw. Tools Technol. Transf. 1(1–2), 134–152 (1997)

    Article  Google Scholar 

  26. Leemans, S.J.J., Poppe, E., Wynn, M.T.: Directly follows-based process mining: exploration & a case study. In: International Conference on Process Mining (ICPM 2019), pp. 25–32. IEEE (2019)

    Google Scholar 

  27. Legay, A., Delahaye, B., Bensalem, S.: Statistical model checking: an overview. In: Barringer, H., et al. (eds.) RV 2010. LNCS, vol. 6418, pp. 122–135. Springer, Heidelberg (2010). https://doi.org/10.1007/978-3-642-16612-9_11

    Chapter  Google Scholar 

  28. Plotkin, G.D.: A structural approach to operational semantics. J. Log. Algebraic Methods Program. 60–61, 17–139 (2004)

    MathSciNet  Google Scholar 

  29. Razo-Zapata, I.S., Chew, E.K., Proper, E.: VIVA: a visual language to design value co-creation. In: 20th Conference on Business Informatics (CBI), pp. 20–29. IEEE (2018)

    Google Scholar 

  30. Rosenbaum, M.S., Otalora, M.L., Ramírez, G.C.: How to create a realistic customer journey map. Bus. Horizons 60(1), 143–150 (2017)

    Article  Google Scholar 

  31. Russell, S.J., Norvig, P.: Artificial Intelligence: A Modern Approach. Pearson, Hoboken (2020)

    Google Scholar 

  32. Shannon, C.E.: A mathematical theory of communication. Bell Syst. Tech. J. 27(3), 379–423 (1948)

    Article  MathSciNet  Google Scholar 

  33. Terragni, A., Hassani, M.: Analyzing customer journey with process mining: from discovery to recommendations. In: Proceedings of 6th International Conference on Future Internet of Things and Cloud (FiCloud 2018), pp. 224–229. IEEE, August 2018

    Google Scholar 

  34. Terragni, A., Hassani, M.: Optimizing customer journey using process mining and sequence-aware recommendation. In: Proceedings of 34th Symposium on Applied Computing (SAC 2019), pp. 57–65. ACM Press, April 2019

    Google Scholar 

  35. Thrane, C., Fahrenberg, U., Larsen, K.G.: Quantitative analysis of weighted transition systems. J. Logic Algebraic Program. 79(7), 689–703 (2010)

    Article  MathSciNet  Google Scholar 

  36. Tueanrat, Y., Papagiannidis, S., Alamanos, E.: Going on a journey: a review of the customer journey literature. J. Bus. Res. 125, 336–353 (2021)

    Article  Google Scholar 

  37. Vandermerwe, S., Rada, J.: Servitization of business: adding value by adding services. Eur. Manag. J. 6(4), 314–324 (1988)

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. University of Oslo, Oslo, Norway

    Paul Kobialka, Silvia Lizeth Tapia Tarifa, Gunnar Rye Bergersen & Einar Broch Johnsen

  2. GrepS B.V., Utrecht, The Netherlands

    Gunnar Rye Bergersen

Authors
  1. Paul Kobialka
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Silvia Lizeth Tapia Tarifa
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Gunnar Rye Bergersen
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Einar Broch Johnsen
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Paul Kobialka .

Editor information

Editors and Affiliations

  1. Humboldt-Universität zu Berlin, Berlin, Germany

    Bernd-Holger Schlingloff

  2. Beijing Jiaotong University, Beijing, China

    Ming Chai

Rights and permissions

Reprints and permissions

Copyright information

© 2022 The Author(s), under exclusive license to Springer Nature Switzerland AG

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

Kobialka, P., Tapia Tarifa, S.L., Bergersen, G.R., Johnsen, E.B. (2022). Weighted Games for User Journeys. In: Schlingloff, BH., Chai, M. (eds) Software Engineering and Formal Methods. SEFM 2022. Lecture Notes in Computer Science, vol 13550. Springer, Cham. https://doi.org/10.1007/978-3-031-17108-6_16

Download citation

  • DOI: https://doi.org/10.1007/978-3-031-17108-6_16

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-031-17107-9

  • Online ISBN: 978-3-031-17108-6

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics

Search

Navigation