Simple Process Mining

With powerful processing and intuitive visualizations, our tool empowers journey owners to quickly spot anomalies, streamline processes, and receive tailored data insights based on their modifications.

Overview of the tool

Initial Situation

Swisscom is Switzerland's leading telecommunications and information technology company, offering mobile, internet, and TV services, as well as comprehensive IT solutions. But the company faces a challenging task: analyzing large volumes of customer journey data. Customer journeys (CJ) are customer interaction data (person who buys for example a smartphone at Swisscom) recorded by Swisscom and analyzed by Celonis (current data visualization tool of Swisscom) which has a beginning and end depending on where the recording of the customer interaction starts (as you can see in the image above). Currently, the tool they use at Swisscom is complex and displays all the data of a customer journey at the same time. Therefore, the analysis of such customer journeys is time-consuming and requires specialized personnel. Journey owners (JO, internal business analyst or responsible employee of selected customer journeys) need a simpler way to visualize and understand customer behavior, identify critical areas for improvement, and ultimately drive better customer experiences and higher revenue. Our tool provides exactly that — a streamlined process mining solution that simplifies data analysis and makes decision-making faster and more accessible.

Project Goal

The focus is on minimizing and simplifying the complexity of journey data analysis to enhance distributed and data-driven decision-making without needing extensive technical expertise. By doing so, the journey owners can more independently optimize journeys, thus reducing the costs associated with customer interactions. Therefore, the primary motivation for developing a better data visualization tool is to enhance Swisscom's ability to support business activities through better data analytics and visualization capabilities. The aim is to ultimately enable Swisscom employees with little technical experience to easily understand the complicated but valuable data from Celonis and use it to optimise internal processes. By reducing the complexity of data visualization, we help Swisscom improve internal processes, lower costs, and boost revenue by optimizing key customer interactions.

Developed Solution and its benefit

Our solution combines advanced data processing with user-friendly visualizations to deliver actionable insights. Journey owners can easily explore key customer journeys, detect unusual patterns, and focus on critical areas that need optimization. The tool’s interactive features allow users to customize paths by making different nodes visible and pinpoint where customers drop off. This makes it easier for Swisscom employees - regardless of technical expertise - to make informed decisions that improve customer experiences and increase operational efficiency. Therefore, we can summarize our features and goals for our created data visualization tool like this:

• Journey owners have the ability to analyse and simplify complex customer journey data.
• Visualization of customer journeys with most notable developments from key stages of selected journey in form of a stylized node graph including the most common path and 3-5 diverging paths.
• Journey owners can configure the visualization of the most common path in a variety of ways, including expanding/collapsing different paths.
• Journey owners can understand on which steps on their journey they loose their users/customers.
• Journey owners can identify where the path has to be adjusted.

Its purpose is to analyze and simplify complicated customer interaction data and to present the most important features visually.

The system is designed to allow non-technical Swisscom employees to effectively utilize complex data from Celonis for internal process optimization.

Testimonial

«The new tool developed by the team provides an excellent foundation and makes it easy to identify anomalies within a journey at first glance.»

Christoph Scheuner, Swisscom (Customer)

Key terms

• UI/UX ToolFigma
• Programming languagesJavaScript
• Frontend StackEJS Views, D3.js
• Backend StackNode.js Server
• DatabaseMySQL Database
• Deployment PlatformAWS QuickSight

Link to the Product

Here you can check out our product: Simple Process Mining

Product in action

Client

Swisscom AG
Swisscom (Schweiz) AG
Alte Tiefenaustrasse 6
CH-3050 Bern
Link to the company

Team