Open data increases the value among all the entities of an open data network. Although the entities of value network could greatly benefit from the business opportunities of open data, the lack of value network and business models has been highlighted as the significant challenge to data utilization in services and applications. The purpose of this paper is to address the relationships among the entities of the open data value network as well as the elements of business model which are required in open data based business support the activities of these entities. 13 interviews were carried out with entities from open data value network in Greece. Results were classified based on the business models of the value network entities.
{"title":"Open Data Value Network and Business Models: Opportunities and Challenges","authors":"F. Kitsios, Maria Kamariotou","doi":"10.1109/CBI.2019.00040","DOIUrl":"https://doi.org/10.1109/CBI.2019.00040","url":null,"abstract":"Open data increases the value among all the entities of an open data network. Although the entities of value network could greatly benefit from the business opportunities of open data, the lack of value network and business models has been highlighted as the significant challenge to data utilization in services and applications. The purpose of this paper is to address the relationships among the entities of the open data value network as well as the elements of business model which are required in open data based business support the activities of these entities. 13 interviews were carried out with entities from open data value network in Greece. Results were classified based on the business models of the value network entities.","PeriodicalId":193238,"journal":{"name":"2019 IEEE 21st Conference on Business Informatics (CBI)","volume":"4 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-07-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129222632","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
In recent years, web-based retailers have been taking over a growing market share from traditional brick and mortar retailers. One of the advantages leveraged by online retail is its ability to personalize the customer journey by analyzing the massive amounts of data that can be acquired easily in a digital environment. For example, click-streams from a web shop can help to identify a customer's interests in order to generate individual recommendations. To keep up, physical retailers, too, have to transform into the digital world. The main requirement for this are suitable data acquisition methods as well as resulting applications that are viable in an offline setting. In this paper, we investigate how recent technologies from the field of Computer Vision can overcome the data acquisition bottleneck and allow for data-based innovations that help traditional retailers to improve their customers' shopping experience and consequently to strengthen their market position. To this end, we introduce a conceptual tracking system for offline retail stores. Its purpose is to generate movement tracks over time for individual customers, from the time the supermarket is entered until it is left again. The acquired data allow for several data-based applications that can achieve similar goals as their counterparts in online retail.
{"title":"How Computer Vision Provides Physical Retail with a Better View on Customers","authors":"D. Hernandez, Oliver Nalbach, Dirk Werth","doi":"10.1109/CBI.2019.00060","DOIUrl":"https://doi.org/10.1109/CBI.2019.00060","url":null,"abstract":"In recent years, web-based retailers have been taking over a growing market share from traditional brick and mortar retailers. One of the advantages leveraged by online retail is its ability to personalize the customer journey by analyzing the massive amounts of data that can be acquired easily in a digital environment. For example, click-streams from a web shop can help to identify a customer's interests in order to generate individual recommendations. To keep up, physical retailers, too, have to transform into the digital world. The main requirement for this are suitable data acquisition methods as well as resulting applications that are viable in an offline setting. In this paper, we investigate how recent technologies from the field of Computer Vision can overcome the data acquisition bottleneck and allow for data-based innovations that help traditional retailers to improve their customers' shopping experience and consequently to strengthen their market position. To this end, we introduce a conceptual tracking system for offline retail stores. Its purpose is to generate movement tracks over time for individual customers, from the time the supermarket is entered until it is left again. The acquired data allow for several data-based applications that can achieve similar goals as their counterparts in online retail.","PeriodicalId":193238,"journal":{"name":"2019 IEEE 21st Conference on Business Informatics (CBI)","volume":"189 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-07-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131141997","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Decentralized attestation methods for blockchains are currently being discussed and standardized for use cases such as certification, identity and existence proofs. In a blockchain-based attestation, a claim made about the existence of information can be cryptographically verified publicly and transparently. In this paper we explore the attestation of models through globally unique identifiers as a first step towards decentralized applications based on models. As a proof-of-concept we describe a prototypical implementation of a software connector for the ADOxx metamodeling platform. The connector allows for (a.) the creation of claims bound to the identity of an Ethereum account and (b.) their verification on the blockchain by anyone at a later point in time. For evaluating the practical applicability, we demonstrate the application on the Ethereum network and measure and evaluate limiting factors related to transaction cost and confirmation times.
{"title":"Decentralized Attestation of Conceptual Models Using the Ethereum Blockchain","authors":"Felix Härer, Hans-Georg Fill","doi":"10.1109/CBI.2019.00019","DOIUrl":"https://doi.org/10.1109/CBI.2019.00019","url":null,"abstract":"Decentralized attestation methods for blockchains are currently being discussed and standardized for use cases such as certification, identity and existence proofs. In a blockchain-based attestation, a claim made about the existence of information can be cryptographically verified publicly and transparently. In this paper we explore the attestation of models through globally unique identifiers as a first step towards decentralized applications based on models. As a proof-of-concept we describe a prototypical implementation of a software connector for the ADOxx metamodeling platform. The connector allows for (a.) the creation of claims bound to the identity of an Ethereum account and (b.) their verification on the blockchain by anyone at a later point in time. For evaluating the practical applicability, we demonstrate the application on the Ethereum network and measure and evaluate limiting factors related to transaction cost and confirmation times.","PeriodicalId":193238,"journal":{"name":"2019 IEEE 21st Conference on Business Informatics (CBI)","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-07-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130082188","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Business Architecture (BA) is often used as a blueprint that aligns an enterprise's capabilities and processes with its strategic objectives and structures. Conventionally, the alignment is established manually by subject matter experts through the association between model elements based on their domain knowledge; while the quality of the alignment is high, the effort is costly and time-consuming. To overcome these issues, we propose a novel yet complementary approach wherein associations between model elements are automatically and dynamically established and maintained through semantic analytics, such as natural language understanding and synonym tag generation. In this paper, we describe how the dynamic model association is implemented in IBM's CBM.next project, evaluate initial results from the deployment, and discuss directions for future research.
{"title":"Toward Dynamic Model Association through Semantic Analytics: Approach and Evaluation","authors":"Lei Huang, G. Ren, Shun Jiang, Eric Young Liu","doi":"10.1109/CBI.2019.00022","DOIUrl":"https://doi.org/10.1109/CBI.2019.00022","url":null,"abstract":"Business Architecture (BA) is often used as a blueprint that aligns an enterprise's capabilities and processes with its strategic objectives and structures. Conventionally, the alignment is established manually by subject matter experts through the association between model elements based on their domain knowledge; while the quality of the alignment is high, the effort is costly and time-consuming. To overcome these issues, we propose a novel yet complementary approach wherein associations between model elements are automatically and dynamically established and maintained through semantic analytics, such as natural language understanding and synonym tag generation. In this paper, we describe how the dynamic model association is implemented in IBM's CBM.next project, evaluate initial results from the deployment, and discuss directions for future research.","PeriodicalId":193238,"journal":{"name":"2019 IEEE 21st Conference on Business Informatics (CBI)","volume":"21 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-07-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128204957","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
In recent years, online public discussions face a proliferation of racist, politically, and religiously motivated hate comments, threats, and insults. With the failure of purely manual moderation, platform operators started searching for semi-automated or even completely automated approaches for comment moderation. One promising option to (semi-) automate the moderation process is the application of Natural Language Processing and Machine Learning (ML) techniques. In this paper we describe the challenges, that currently prevent the application of these techniques and therefore the development of (semi-) and automated solutions. As most of the challenges (e.g., curation of big datasets) require huge financial investments, only big players, such as Google or Facebook, will be able to invest in them. Many of the smaller and medium-sized internet companies will fall behind. To allow this bulk of (media) companies to stay competitive, we design a novel Analytics as a Service (AaaS) offering that will also allow small and medium sized enterprises to profit from ML decision support. We then use the identified challenges to evaluate the conceptual design of the business model and highlight areas of future research to enable the instantiation of the AaaS platform.
{"title":"Can Analytics as a Service Save the Online Discussion Culture? - The Case of Comment Moderation in the Media Industry","authors":"Jens Brunk, Marco Niemann, Dennis M. Riehle","doi":"10.1109/CBI.2019.00061","DOIUrl":"https://doi.org/10.1109/CBI.2019.00061","url":null,"abstract":"In recent years, online public discussions face a proliferation of racist, politically, and religiously motivated hate comments, threats, and insults. With the failure of purely manual moderation, platform operators started searching for semi-automated or even completely automated approaches for comment moderation. One promising option to (semi-) automate the moderation process is the application of Natural Language Processing and Machine Learning (ML) techniques. In this paper we describe the challenges, that currently prevent the application of these techniques and therefore the development of (semi-) and automated solutions. As most of the challenges (e.g., curation of big datasets) require huge financial investments, only big players, such as Google or Facebook, will be able to invest in them. Many of the smaller and medium-sized internet companies will fall behind. To allow this bulk of (media) companies to stay competitive, we design a novel Analytics as a Service (AaaS) offering that will also allow small and medium sized enterprises to profit from ML decision support. We then use the identified challenges to evaluate the conceptual design of the business model and highlight areas of future research to enable the instantiation of the AaaS platform.","PeriodicalId":193238,"journal":{"name":"2019 IEEE 21st Conference on Business Informatics (CBI)","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-07-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127714881","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Development a computer-based platform for creating automated rating and control systems of any complex objects is particular importance in the business informatics domain. The RDS-program (Research of Dynamic Systems) has been selected as a platform for software prototyping of rating and control systems. To carry out operative prototyping of rating and control systems for complex evaluation of complex objects, the following blocks and libraries were created in the RDS program: a library of data input blocks about the status of individual criteria and a library of information aggregation blocks. A combination of these blocks allows for creating a rating and control system for a complex object of any form, degree and source of uncertainty. To convert quantitative parameters from the phase space to the criterial one, three blocks are implemented for selecting the function type such as: increasing (linear, power, S-shaped, logarithmic, and exponential), decreasing (similar functions, but Z-shaped ones instead of the S-shaped function) and mixed (trapezoidal and bell-shaped). To estimate qualitative parameters, four blocks are implemented for assigning accurate estimates (point values), intervals, fuzzy values without constraints on the membership function or those with special constraints, as well as F-Fuzzy values. The defined matrix mechanisms of complex evaluation are as follows: the tree fuzzy rating mechanism employing an additive-multiplicative approach and two max-min approaches to set theoretic operations, as along with two continuous complex evaluation mechanisms. Six model examples studied in the paper demonstrate procedures of aggregating two criteria with accurate real values and with different uncertainty such as interval values, fuzzy values, and F-Fuzzy values.
{"title":"Rating and Control Mechanisms Design in the Program \"Research of Dynamic Systems\"","authors":"A. Alekseev, A. Salamatina, T. Kataeva","doi":"10.1109/CBI.2019.10103","DOIUrl":"https://doi.org/10.1109/CBI.2019.10103","url":null,"abstract":"Development a computer-based platform for creating automated rating and control systems of any complex objects is particular importance in the business informatics domain. The RDS-program (Research of Dynamic Systems) has been selected as a platform for software prototyping of rating and control systems. To carry out operative prototyping of rating and control systems for complex evaluation of complex objects, the following blocks and libraries were created in the RDS program: a library of data input blocks about the status of individual criteria and a library of information aggregation blocks. A combination of these blocks allows for creating a rating and control system for a complex object of any form, degree and source of uncertainty. To convert quantitative parameters from the phase space to the criterial one, three blocks are implemented for selecting the function type such as: increasing (linear, power, S-shaped, logarithmic, and exponential), decreasing (similar functions, but Z-shaped ones instead of the S-shaped function) and mixed (trapezoidal and bell-shaped). To estimate qualitative parameters, four blocks are implemented for assigning accurate estimates (point values), intervals, fuzzy values without constraints on the membership function or those with special constraints, as well as F-Fuzzy values. The defined matrix mechanisms of complex evaluation are as follows: the tree fuzzy rating mechanism employing an additive-multiplicative approach and two max-min approaches to set theoretic operations, as along with two continuous complex evaluation mechanisms. Six model examples studied in the paper demonstrate procedures of aggregating two criteria with accurate real values and with different uncertainty such as interval values, fuzzy values, and F-Fuzzy values.","PeriodicalId":193238,"journal":{"name":"2019 IEEE 21st Conference on Business Informatics (CBI)","volume":"15 2","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-07-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132871460","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
A review of capabilities of agent-based simulation and modelling for analyzing Supply Chains and a review of related scientific literature are being conducted. It is shown that agent-based simulation and modelling makes it possible to describe the behavior, processes of cooperation, coordination and inter-organizational interaction of participants of a supply chain and reconfigurable network structures of the supply chain. The paper deals with the genesis, key factors and mechanisms of inter-organizational coordination as objects of representation in dynamic models of supply chain, such as behavior, motivation and alignment of partner interests, integrated collaborative planning, and related information and knowledge sharing, and formation of coalitions and flexible network structure, and so on. The authors have proposed an agent-based simulation model of a supply chain.
{"title":"Agent-Based Modelling and Simulation of Inter-Organizational Integration and Coordination of Supply Chain Participants","authors":"V. Sergeyev, Natalia N. Lychkina","doi":"10.1109/CBI.2019.00057","DOIUrl":"https://doi.org/10.1109/CBI.2019.00057","url":null,"abstract":"A review of capabilities of agent-based simulation and modelling for analyzing Supply Chains and a review of related scientific literature are being conducted. It is shown that agent-based simulation and modelling makes it possible to describe the behavior, processes of cooperation, coordination and inter-organizational interaction of participants of a supply chain and reconfigurable network structures of the supply chain. The paper deals with the genesis, key factors and mechanisms of inter-organizational coordination as objects of representation in dynamic models of supply chain, such as behavior, motivation and alignment of partner interests, integrated collaborative planning, and related information and knowledge sharing, and formation of coalitions and flexible network structure, and so on. The authors have proposed an agent-based simulation model of a supply chain.","PeriodicalId":193238,"journal":{"name":"2019 IEEE 21st Conference on Business Informatics (CBI)","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-07-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123488941","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Standards and specifications are widely used in industry to define product and business process requirements, ensure interoperability, safety, and quality, so there is an acute question of how best to apply them in the process of their own production. One of the problems at the moment is the inability to effectively use the existing standards base due to its weak structure. As a solution to this problem, NIST presented the NOVIS system, which provides an interactive visual interface with terminology from standards related to sustainable production. However, this solution has a number of limitations, which are described later in the text, therefore it is necessary to develop our own system of semantic search in industry standards. The aim of this work is system design for intelligent search in industry standards based on ontological description and semantic annotation. It is necessary to consider the existing solution, to determine the requirements for the system, to develop an algorithm for its operation, to compare the tools for management and visualization of ontology to achieve this goal. The practical significance is to define the conceptual framework and build a graphical representation of the system for the further development of an intelligent search system that will allow companies effectively manage, properly understand and comply with industry standards.
{"title":"Design of System for Intelligent Search in Industrial Standards","authors":"E. Gosteva, V. Lanin, Veronika Falaleeva","doi":"10.1109/CBI.2019.10095","DOIUrl":"https://doi.org/10.1109/CBI.2019.10095","url":null,"abstract":"Standards and specifications are widely used in industry to define product and business process requirements, ensure interoperability, safety, and quality, so there is an acute question of how best to apply them in the process of their own production. One of the problems at the moment is the inability to effectively use the existing standards base due to its weak structure. As a solution to this problem, NIST presented the NOVIS system, which provides an interactive visual interface with terminology from standards related to sustainable production. However, this solution has a number of limitations, which are described later in the text, therefore it is necessary to develop our own system of semantic search in industry standards. The aim of this work is system design for intelligent search in industry standards based on ontological description and semantic annotation. It is necessary to consider the existing solution, to determine the requirements for the system, to develop an algorithm for its operation, to compare the tools for management and visualization of ontology to achieve this goal. The practical significance is to define the conceptual framework and build a graphical representation of the system for the further development of an intelligent search system that will allow companies effectively manage, properly understand and comply with industry standards.","PeriodicalId":193238,"journal":{"name":"2019 IEEE 21st Conference on Business Informatics (CBI)","volume":"97 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-07-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126891888","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Adaptive mechanisms of business management in conditions of uncertainty are based on a cognitive approach and consideration of a human factor. The task of classification of a random business potential is solved if its probabilistic characteristics are known. Otherwise classification with tutor's instructions is used. Then to determine the optimal parameter of the decision rule, a stochastic approximation is used. The problem of asymmetric awareness of management, tutor, and staff about business potential is formulated. It is shown that undesirable activity of staff can provide business output that is not equal to the potential. That shifts the assessment of decision rule parameter. To solve this problem, the manager is considered as Learner using the instructions of the Tutor, when both of them are not aware of the potential of the active element (staff). Learner's classification, ranking and incentive procedures constitute the tutoring mechanism. Then the active system as a whole consists of the active element, and the Center, which has a management subsystem, including Tutor and Learner with tutoring mechanism. The active element selects its state to maximize own aim function. The set of options for the active element is defined. Sufficient conditions are proved for the synthesis of the tutoring mechanism, in which active element uses the potential, and the optimal parameter of the decision rule is determined. The obtained results are illustrated by the example of constructing the tutoring mechanism for increasing energy efficiency of large-scale corporation Russian Railways.
{"title":"Tutoring Mechanisms of Business Management","authors":"V. Tsyganov","doi":"10.1109/CBI.2019.10097","DOIUrl":"https://doi.org/10.1109/CBI.2019.10097","url":null,"abstract":"Adaptive mechanisms of business management in conditions of uncertainty are based on a cognitive approach and consideration of a human factor. The task of classification of a random business potential is solved if its probabilistic characteristics are known. Otherwise classification with tutor's instructions is used. Then to determine the optimal parameter of the decision rule, a stochastic approximation is used. The problem of asymmetric awareness of management, tutor, and staff about business potential is formulated. It is shown that undesirable activity of staff can provide business output that is not equal to the potential. That shifts the assessment of decision rule parameter. To solve this problem, the manager is considered as Learner using the instructions of the Tutor, when both of them are not aware of the potential of the active element (staff). Learner's classification, ranking and incentive procedures constitute the tutoring mechanism. Then the active system as a whole consists of the active element, and the Center, which has a management subsystem, including Tutor and Learner with tutoring mechanism. The active element selects its state to maximize own aim function. The set of options for the active element is defined. Sufficient conditions are proved for the synthesis of the tutoring mechanism, in which active element uses the potential, and the optimal parameter of the decision rule is determined. The obtained results are illustrated by the example of constructing the tutoring mechanism for increasing energy efficiency of large-scale corporation Russian Railways.","PeriodicalId":193238,"journal":{"name":"2019 IEEE 21st Conference on Business Informatics (CBI)","volume":"89 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-07-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126217869","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Customer experience has become the main differentiator for competition in the digital age. Customer Journey Mapping (CJM) is a technique that aims to understand the customer's decision process and experience by taking a customer perspective and modeling his/her different steps. CJM facilitates innovation by proposing new or improved services. In a joint research project, we aimed at creating a CJM approach that allows for the participation of a broad audience in the creation process that especially has no experience in CJM or modeling. When studying the related literature, it becomes clear that methodological guidance in CJM is absent. While there are domain specific modeling languages for CJM, these do not include an overarching framework of how they should be carried out in an organizational setting. In lieu of proposing "yet another modeling language", we present a framework for CJM that embeds a modeling approach in an overarching method. We utilized the Action Design Research method to tackle our problem with the particular focus on the participation of inexperienced personnel. Then, we generalized the learnings from the development process into methodological guidelines.
{"title":"Conceptual Modeling Meets Customer Journey Mapping: Structuring a Tool for Service Innovation","authors":"M. Heuchert","doi":"10.1109/CBI.2019.00068","DOIUrl":"https://doi.org/10.1109/CBI.2019.00068","url":null,"abstract":"Customer experience has become the main differentiator for competition in the digital age. Customer Journey Mapping (CJM) is a technique that aims to understand the customer's decision process and experience by taking a customer perspective and modeling his/her different steps. CJM facilitates innovation by proposing new or improved services. In a joint research project, we aimed at creating a CJM approach that allows for the participation of a broad audience in the creation process that especially has no experience in CJM or modeling. When studying the related literature, it becomes clear that methodological guidance in CJM is absent. While there are domain specific modeling languages for CJM, these do not include an overarching framework of how they should be carried out in an organizational setting. In lieu of proposing \"yet another modeling language\", we present a framework for CJM that embeds a modeling approach in an overarching method. We utilized the Action Design Research method to tackle our problem with the particular focus on the participation of inexperienced personnel. Then, we generalized the learnings from the development process into methodological guidelines.","PeriodicalId":193238,"journal":{"name":"2019 IEEE 21st Conference on Business Informatics (CBI)","volume":"186 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-07-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115113648","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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