Building User Journey Games from Multi-party Event Logs

Abstract

Abstract To improve the user experience, service providers may systematically record and analyse user interactions with a service using event logs. User journeys model these interactions from the user’s perspective. They can be understood as event logs created by two independent parties, the user and the service provider, both controlling their share of actions. We propose multi-party event logs as an extension of event logs with information on the parties, allowing user journeys to be analysed as weighted games between two players. To reduce the size of games for complex user journeys, we identify decision boundaries at which the outcome of the game is determined. Decision boundaries identify subgames that are equivalent to the full game with respect to the final outcome of user journeys. The decision boundary analysis from multi-party event logs has been implemented and evaluated on the BPI Challenge 2017 event log with promising results, and can be connected to existing process mining pipelines.