A process mining approach to measure how users interact with software: an industrial case study

Abstract

Characterizing how users interact with software has many applications. For example, to understand which features are used, in which sequence operations are performed, etc. can help to understand how the user interface could be improved, to identify missing features, or to identify scenarios which are good candidates for test cases. This paper presents an industrial case study in which we investigate how users interact with an enterprise resource planning software using process mining. Our case study illustrates how we identify user interaction processes, the encountered advantages, and the faced challenges. One of the major findings is that the decision how to group events into cases is crucial for the application of the method.