University of Twente Student Theses
Research and Design of Collecting and Analysing the Customer Journey in a Collaborative Software Tool
Harms, J.R. (2020) Research and Design of Collecting and Analysing the Customer Journey in a Collaborative Software Tool.
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| Abstract: | This research looked at how the customer journey in a collaborative software tool can be analysed. A literature review on the topic of process mining, collaborative software, customer journey and privacy was conducted. The output of the literature review was then used for the design of a method that software companies can use for implementing user behaviour tracking in a privacy preserving way. Three different tracking methods are discussed: functionality tracking, anonymous customer journey tracking and collaborative customer journey tracking. A prototype implementation of customer journey tracking was applied to the software of Fortes Solutions. A case study shows how the method can be used to add tracking to existing software considering both business and user privacy. |
| Item Type: | Essay (Master) |
| Clients: | Fortes Solutions B.V., Enschede, the Netherlands |
| Faculty: | EEMCS: Electrical Engineering, Mathematics and Computer Science |
| Subject: | 54 computer science |
| Programme: | Business Information Technology MSc (60025) |
| Link to this item: | https://purl.utwente.nl/essays/81027 |
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