How Do Experts Make Sense of Integrated Process Models?

TL;DR

This paper investigates how expert process workers interpret integrated business process models and rules, using verbal protocols and eye-tracking to uncover nuanced sensemaking behaviors and inform better support mechanisms.

Contribution

It combines verbal protocol analysis with eye-tracking to analyze expert sensemaking in integrated process modeling, providing new insights into user behaviors and support needs.

Findings

Nuanced behaviors in information foraging and processing

Importance of personalized support for sensemaking

Insights for improving integrated modeling approaches

Abstract

A range of integrated modeling approaches have been developed to enable a holistic representation of business process logic together with all relevant business rules. These approaches address inherent problems with separate documentation of business process models and business rules. In this study, we explore how expert process workers make sense of the information provided through such integrated modeling approaches. To do so, we complement verbal protocol analysis with eye-tracking metrics to reveal nuanced user behaviours involved in the main phases of sensemaking, namely information foraging and information processing. By studying expert process workers engaged in tasks based on integrated modeling of business processes and rules, we provide insights that pave the way for a better understanding of sensemaking practices and improved development of business process and business rule integration approaches. Our research underscores the importance of offering personalized support mechanisms that increase the efficacy and efficiency of sensemaking practices for process knowledge workers.