How Do Experts Make Sense of Integrated Process Models?

2025-05-27

AI Summary

Existing business process modeling practices separate process flows from business rules, leading to fragmented mental models and impaired comprehension among expert process workers. Method: This study employs a mixed-methods design integrating eye-tracking and concurrent verbal protocol analysis, coupled with cognitive-behavioral coding, to investigate how domain experts perform sensemaking when interpreting integrated process-rule models. Contribution/Results: We identify fine-grained visual search patterns and cognitive bottlenecks that critically affect comprehension efficiency during information foraging and cognitive processing stages. Based on these findings, we propose empirically grounded design principles for personalized cognitive support targeting knowledge workers. The results provide actionable evidence to enhance integrated modeling languages, tool interfaces, and training strategies—advancing business process modeling from syntactic formalism toward cognitive alignment and human-centered design.

Technology Category

• Cognitive Modeling & Cognitive Systems: Simulating Human Behavior
• Data Mining & Knowledge Management: Rule Mining & Pattern Mining
• Knowledge Representation and Reasoning: Common-Sense Reasoning

Application Category

• Semantics and Knowledge: Data modeling to support human-machine intelligence, including LLMs agents, intelligent system behavior, explanations, and user-friendly interactions
• User Modeling, Personalization and Recommendation: Practical large-scale studies of user experience
• Web Mining and Content Analysis: Models for Web evolution

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.

Problem

• Experts' sensemaking of integrated business process and rule models
• Effectiveness of integrated modeling for process and rule documentation
• Personalized support for efficient sensemaking in process knowledge work

Innovation

• Integrated modeling of business processes and rules
• Eye-tracking metrics complement verbal protocol analysis
• Personalized support mechanisms for sensemaking efficacy