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UserJourney2Vector: Enterprise Application of Transformer Models on User Telemetry Data

Published: 11 May 2024 Publication History

Abstract

User telemetry data offers valuable insights into user behavior and goals when interacting with digital products and services. However, analyzing vast amounts of event sequence data can be challenging. In this case study, we apply transformer neural networks to telemetry event sequence data, yielding the UserJourney2Vector model, which treats event sequences similarly to natural language to distill complex user journeys into latent vector representations. The model enables understanding of typical and anomalous user paths, prediction of next actions, and user segmentation based on behavior. We used the model to obtain user clusters, predictive journeys, and cluster statistics, then conducted interviews with digital product experts to assess potential applications and impact of the model output. Experts responded positively to the model’s ability to bolster user personas with data-driven insights and noted integrating model outputs with current practices could augment product design and data interpretation.

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cover image ACM Conferences
CHI EA '24: Extended Abstracts of the CHI Conference on Human Factors in Computing Systems
May 2024
4761 pages
ISBN:9798400703317
DOI:10.1145/3613905
Permission to make digital or hard copies of part or all of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for third-party components of this work must be honored. For all other uses, contact the Owner/Author.

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Publication History

Published: 11 May 2024

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Author Tags

  1. Design Methods
  2. Quantitative Personas
  3. Representation Learning
  4. Transformers
  5. User Journeys
  6. User Studies

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CHI '24

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Overall Acceptance Rate 6,164 of 23,696 submissions, 26%

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CHI 2025
ACM CHI Conference on Human Factors in Computing Systems
April 26 - May 1, 2025
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