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International Conference on Business Process Management

BPM 2017: Business Process Management pp 94–109Cite as

Path-Colored Flow Diagrams: Increasing Business Process Insights by Visualizing Event Logs

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Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 10445))

Abstract

Event logs of a self-care troubleshooting portal indicate that most customers do not follow the directions up to a conclusive end. Consequently, customers risk losing confidence in the support channel, which undermines the competitive strength of the business. We present a method for visual analysis of the event logs that employs graph reduction, and the use of path classification to create a novel type of flow diagram. These diagrams help to discover and communicate new insights, such as important trends about the way the customer traverses through the underlying business process.

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Notes

  1. 1.

    For information and download we refer to http://graphviz.org.

  2. 2.

    For information and download we refer to https://bost.ocks.org/mike/sankey/.

  3. 3.

    For information and download we refer to http://www.fluxicon.com/disco/.

  4. 4.

    For information and download we refer to http://www.promtools.org.

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Author information

Authors and Affiliations

  1. Nokia Bell Labs, Antwerp, Belgium

    Koen Daenen

Authors
  1. Koen Daenen
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Correspondence to Koen Daenen .

Editor information

Editors and Affiliations

  1. Department of Computer Science, Universitat Politècnica de Catalunya, Barcelona, Spain

    Josep Carmona

  2. Department of Computer Science, University of Paderborn, Paderborn, Germany

    Gregor Engels

  3. Department of Supply Chain and Information Systems, Pennsylvania State University, University Park, Pennsylvania, USA

    Akhil Kumar

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Daenen, K. (2017). Path-Colored Flow Diagrams: Increasing Business Process Insights by Visualizing Event Logs. In: Carmona, J., Engels, G., Kumar, A. (eds) Business Process Management. BPM 2017. Lecture Notes in Computer Science(), vol 10445. Springer, Cham. https://doi.org/10.1007/978-3-319-65000-5_6

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  • DOI: https://doi.org/10.1007/978-3-319-65000-5_6

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-64999-3

  • Online ISBN: 978-3-319-65000-5

  • eBook Packages: Computer ScienceComputer Science (R0)

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