About the Project

Although digital services are supposed to simplify our lives and increase our efficiency, they often frustrate and burden customers, users, and employees. The overall goal of the project is to increase the quality of services and support the successful digitalisation of services by uniting research on user journeys and process mining, using new developments in logic-based analysis and artificial intelligence.

The partners are SINTEF Digital, the University of Oslo, and the Eindhoven University of Technology. More information about the partners can be found on the Partners Page.

Based on user journeys we will analyse, model, and observe how humans experience digital services, rather than taking the perspective of service providers and service systems.

Two companies s are associated with the project to provide us with data and help us explore how to extract journeys from the data: Greps is a start-up company offering software services for the analysis of programming skills. Complementary to this, Telenor is a global telecom company offering a wide range of mobile-, broadband- and TV services. We will trace data left from end users on the level of individuals, as they repeatedly interact with a service over time.

In the first phase of the project, we will focus on tools for capturing digital user journeys and building up a database of user journeys and user models. Furthermore, we will use logic-based techniques and machine learning to expose deviations and predict possible behaviours. The accumulation of user journeys will also enable the identification of patterns that optimize the user experience and service quality.

We will extend and use executable modelling languages and their associated analysis tools to describe, predict, and prescribe user journeys as concurrent processes. We will base these languages and analysis tools on formal methods and concurrency theory, which build on the foundation of theoretical computer science.