Research and Design of Collecting and Analysing the Customer Journey in a Collaborative Software Tool

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.