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Touchpoint
p-ISSN: 1868-6052
e-ISSN: 2940-2778
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Is Your Service Design Work Based on Fiction? How process mining exposes the reality behind service flows to uncover opportunities and accelerate impactRicardo MartinsTouchpoint - Business Transformation by Design 16 No. 3 (2025)https://doi.org/10.30819/touchpoint.16-3.14 pp: 73-80 2025-09-19 |
Martins, R. (2025). Is Your Service Design Work Based on Fiction? How process mining exposes the reality behind service flows to uncover opportunities and accelerate impact. Touchpoint - Business Transformation by Design, 16 (3), 73-80. doi:10.30819/touchpoint.16-3.14
@article{Martins_2025,
doi = {10.30819/touchpoint.16-3.14},
url = {https://doi.org/10.30819/touchpoint.16-3.14},
year = 2025,
publisher = {Logos Verlag Berlin},
volume = {16},
number = {3},
pages = {73-80},
author = {Ricardo Martins},
title = {Is Your Service Design Work Based on Fiction? How process mining exposes the reality behind service flows to uncover opportunities and accelerate impact},
journal = {Touchpoint - Business Transformation by Design}
}
url = {https://doi.org/10.30819/touchpoint.16-3.14},
year = 2025,
publisher = {Logos Verlag Berlin},
volume = {16},
number = {3},
pages = {73-80},
author = {Ricardo Martins},
title = {Is Your Service Design Work Based on Fiction? How process mining exposes the reality behind service flows to uncover opportunities and accelerate impact},
journal = {Touchpoint - Business Transformation by Design}
Abstract
Service design has long focused on making sense of complexity – mostly through established qualitative methods. For decades, we have mapped customer journeys, visualised stakeholder relationships and built service blueprints to better understand human experiences.
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