With the servitization of business, understanding how users experience services becomes a crucial success factor for companies. Therefore, there is a need to include feedback from user experiences in the software engineering process. Behavioral models of user journeys, describing how users experience their interaction with a service, can provide insights and potentially improve services. In this paper, we investigate techniques that allow the automatic generation of behavioral models from user interactions with a service, recorded in an event log. We first compare two established techniques that generate behavioral models from a given event log: automata learning and process mining. Afterward, we present a novel, hybrid method that combines both automata learning and process mining methods to overcome their limitations. For the existing techniques, we present methods to learn models of user journeys and evaluate the accuracy of the resulting models. We then compare these techniques with our novel method for the automatic extraction of user journey models from the event logs of digital services. We assess the practical applicability of all techniques by evaluating real-world applications. Our results show that process mining techniques rely on expert knowledge, while automata learning techniques depend on the distribution of events in the given event log. We further show that the proposed hybrid technique combines the strengths of both process mining and automata learning, automatically selecting the best method and parameter settings for a given event log to learn very accurate models.

Counterfactuals are widely used in AI to explain how minimal changes to a model’s input can lead to a different output. However, established methods for computing counterfactuals typically focus on one-step decision-making, and are not directly applicable to sequential decision-making tasks. This paper fills this gap by introducing counterfactual strategies for Markov Decision Processes (MDPs). During MDP execution, a strategy decides which of the enabled actions (with known probabilistic effects) to execute next. Given an initial strategy that reaches an undesired outcome with a probability above some limit, we identify minimal changes to the initial strategy to reduce that probability below the limit. We encode such counterfactual strategies as solutions to non-linear optimization problems, and further extend our encoding to synthesize diverse counterfactual strategies. We evaluate our approach on four real-world datasets and demonstrate its practical viability in sophisticated sequential decision-making tasks.

In this paper we present a quantifier elimination method for conjunctions of linear real arithmetic constraints. Our algorithm is based on the Fourier-Motzkin variable elimination procedure, but by case splitting we are able to reduce the worst-case complexity from doubly to singly exponential. The adaption of the procedure for SMT solving has strong correspondence to the simplex algorithm, therefore we name it FMplex. Besides the theoretical foundations, we provide an experimental evaluation in the context of SMT solving. This is an extended version of the authors' work previously published at the fourteenth International Symposium on Games, Automata, Logics, and Formal Verification (GandALF 2023).

Abstract Industry is shifting towards service-based business models, for which user satisfaction is crucial. User satisfaction can be analyzed with user journeys, which model services from the user’s perspective. Today, these models are created manually and lack both formalization and tool-supported analysis. This limits their applicability to complex services with many users. Our goal is to overcome these limitations by automated model generation and formal analyses, enabling the analysis of user journeys for complex services and thousands of users. In this paper, we use stochastic games to model and analyze user journeys. Stochastic games can be automatically constructed from event logs and model checked to, e.g., identify interactions that most effectively help users reach their goal. Since the learned models may get large, we use property-preserving model reduction to visualize users’ pain points to convey information to business stakeholders. The applicability of the proposed method is here demonstrated on two complementary case studies.

Abstract The servitization of business is moving industry to business models driven by customer demand. Customer satisfaction is connected with financial rewards, forcing companies to invest in their users’ experience. User journeys describe how users maneuver through a service. Today, user journeys are typically modeled graphically, and lack formalization and analysis support. This paper proposes a formalization of user journeys as weighted games between the user and the service provider and a systematic data-driven method to derive these user journey games from system logs, using process mining techniques. As the derived games may contain cycles, we define an algorithm to transform user journeys games with cycles into acyclic weighted games, which can be model checked using "Image missing" to uncover potential challenges in a company’s interactions with its users and derive company strategies to guide users through their journeys. Finally, we propose a user journey sliding-window analysis to detect changes in the user journey over time by model checking a sequence of generated games. Our analysis pipeline has been evaluated on an industrial case study; it revealed design challenges within the studied service and could be used to derive actionable recommendations for improvement.