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Nowadays, assessing and improving customer experience has become a priority, and has emerged as a key differentiator for business and organizations worldwide. A customer journey (CJ) is a strategic tool, a map of the steps customers follow when engaging with a company or organization to obtain a product or service. The increase of the need to obtain knowledge about customers’ perceptions and feelings when interacting with participants, touchpoints, and channels through different stages of the customer life cycle. This study aims to describe the application of process mining techniques in healthcare as a tool to asses customer journeys. The appropriateness of the approach presented is illustrated through a case study of a key healthcare process. Results depict how a healthcare process can be mapped through the CJ components, and its analysis can serve to understand and improve the patient’s experience.

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Abstract. Organizations of all sizes are currently supporting their performance on information systems that record the real execution of their business processes in event logs. Process mining tools analyze the log to provide insight on the real problems of the process, as part of the diagnostic phase. Nonetheless, to complete the lifecycle of a process, the latter has to be redesigned, a task for which simulation techniques can be used in combination with process mining, in order to evaluate different improvement alternatives before they are put in practice. In this context, the current work presents a methodological approach to the integration of process mining and simulation techniques in a process redesign project.

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La minería de procesos es una disciplina que tiene como objetivo descubrir, monitorear y mejorar procesos de negocio a través del análisis del registro de los eventos del proceso que se encuentran almacenados en los sistemas de información. En este artículo se presenta el desarrollo de la minería de procesos y se analizan tres casos de estudio de aplicación de esta disciplina para determinar los factores críticos que se deben considerar para su correcto uso. A partir de lo anterior se discute sobre los desafíos futuros que puede presentar la minería de procesos en su aplicación en las organizaciones y las investigaciones que se requieren para el avance de esta disciplina, que ha sido catalogada como la más promisoria en Business Process Management.