Business Process and Workflow Mining
Real-time process insight
Business Process Concepts
Core terms and definitions
Business Process Models
Traditional versus collaborative models
Overrun and Lost Productivity
Active work versus waiting time
Overview
GermainUX monitors and analyzes business processes and user workflows in real time. It helps organizations understand how work is performed, where processes slow down or fail, and how much productivity is lost. Example of Purchase Process Analysis, at scale:
Purchase workflow analysis for all users - GermainUX
Workflow Time Analysis for a User Session - GermainUX
Most common paths to conversion or drop-off - GermainUX
What GermainUX correlates
By correlating user activity, business events, application performance, and technology data across the complete technology stack, GermainUX can automatically identify:- Workflow bottlenecks
- Delayed or failed process steps
- Abandoned processes
- Repeated or unnecessary work
- Excessive waiting time
- Processes exceeding their SLA
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- Lost employee productivity
- Differences across users, teams, applications, and process types
- Technology issues affecting business operations
GermainUX connects process performance with the user and technology evidence required to understand why delays and inefficiencies occur.
Key Capabilities
Monitor Workflows Across the Technology Stack
Business processes frequently span multiple applications and technologies. For example, an employee may:- Start a task in a CRM application.
- Retrieve information from another internal system.
- Copy data between applications.
- Wait for an integration or backend service.
- Complete the task in the original application.
- Browser-based applications
- Native Windows applications
- Mobile applications
- User interactions
- Application logs
- Backend services
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- APIs and integrations
- Databases
- Infrastructure
- Other monitored data sources
Business Process Concepts
Business Process
A Business Process, also referred to as a workflow or business operation, is the parent entity representing the complete activity being monitored. Examples include:- Creating a quote
- Resolving a service request
- Processing an insurance claim
- Completing a customer order
- Onboarding an employee
- Updating a customer account
Step or Milestone
A Step represents a milestone, phase, or activity within a Business Process. Examples might include:- Open request
- Review customer information
- Validate eligibility
- Obtain approval
- Submit order
- Close request
Interval
An Interval represents user activity that spans a measurable period. It may include:- Scrolling
- Entering text
- Clicking or selecting controls
- Reviewing information
- Navigating between applications
- Updating fields
- Waiting for a response
Business Process Models
GermainUX supports two process-monitoring models: Traditional and Collaborative.Traditional Business Process
A Traditional Business Process has a predefined structure and an expected sequence of steps.
Examples include:
- Checkout funnels
- Application submission processes
- Approval workflows
- Order processing
- Structured service procedures
Collaborative Business Process
A Collaborative Business Process supports dynamic, iterative workflows that may involve multiple users, sessions, applications, and activities.
Examples include:
- Case management
- Complex service requests
- Sales opportunities
- Insurance claims
- Collaborative document preparation
- Long-running customer-support activities
Choosing a Process Model
Overrun and Lost Productivity
GermainUX distinguishes between time spent actively performing work, total process duration, and time lost while waiting for technology.Lost Productivity
Lost Productivity represents technical waiting time exceeding an accepted threshold. Examples include time spent waiting for:- A page or screen to load
- A search to complete
- A backend request to return
- An application to recover from a freeze
- A transaction to finish processing
- An error to be resolved or retried
Lost Productivity = Maximum of 0 and (Technical Waiting Time − SLA Threshold)
User Overrun
User Overrun represents active user time exceeding the accepted duration for a task. This may indicate:- An unnecessarily complex process
- Confusing application design
- Excessive data entry
- Repeated work
- Training or adoption problems
- Application switching or manual workarounds
User Overrun = Maximum of 0 and (Active User Time − SLA Threshold)
Process Overrun
Process Overrun represents total elapsed process time exceeding the accepted duration. It can include active work, technical waiting time, handoffs, inactivity, and delays between steps. Calculation:Process Overrun = Maximum of 0 and (Total Process Duration − SLA Threshold)
Comparison
Analyze Productivity at Scale
GermainUX aggregates productivity and process measures across the organization. This allows teams to quantify:- Total time lost
- Number of affected users
- Number of affected processes
- Processes generating the greatest overrun
- Teams or populations experiencing the most inefficiency
- Applications associated with lost productivity
- Trends over time
- Improvements following corrective action
- Organization
- Team
- User
- Role
- Application
- Process type
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- Process step
- Region
- Time period
- Other captured attributes
Analyze Efficiency by Milestone
Milestone analysis identifies the process steps responsible for the greatest delays, failures, or productivity loss. For each step, teams can analyze:- Active user time
- Technical waiting time
- Total elapsed time
- SLA compliance
- Overrun
- Error frequency
- Completion and abandonment
- Affected users and sessions
Investigate Lost Productivity
GermainUX Analysis dashboards help teams investigate individual examples of overrun or lost productivity. An investigation can include:- Duration by process step
- Duration by user
- Active work versus waiting time
- Related errors and performance events
- Application and technical attributes
- Timeline of user and system activity
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- Related KPIs
- Technical traces
- Session Replay
Worflow Mining for User Session - GermainUX
KPIs and Configuration
GermainUX includes default KPIs and sample Business Processes that demonstrate the available capabilities. Because workflows vary by organization, application, and team, most implementations require Business Processes tailored to the specific use case. Custom configuration may define:- Process identity
- Start and completion conditions
- Steps or milestones
- Expected sequence
- SLA thresholds
- User and team attributes
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- Completion, failure, or abandonment conditions
- Overrun and lost-productivity calculations
- Dashboards, alerts, reports, and automated actions
Alerts and Automated Actions
GermainUX can monitor process conditions continuously and respond when:- A process exceeds its SLA
- A step takes longer than expected
- A process stops progressing
- A transaction fails
- Abandonment increases
- Lost productivity exceeds a threshold
- An unusual trend or pattern is detected
- A specific process population is affected
- Send an email, SMS, or platform notification
- Notify a collaboration or incident-management system
- Generate a report
- Create or update a ticket
- Execute a script, API, query, or automated action
- Trigger additional diagnostics
- Escalate the issue according to its priority
Key Takeaway
GermainUX shows how business processes actually operate, where time is lost, who is affected, and whether the underlying cause is related to users, workflow design, or technology.
Additional Resources
Journey Insights
Read more
Work Time Insights
Read more
AI
Insights & Recommendations
Analytics
More Analytics Features
Automation
More Automation Features
Dashboards
Dashboards and reports overview
Reports
Automatic and scheduled reports
Management
More Management Features
Get Help
Contact GermainUX Support
The GermainUX team helps you get up and running faster, empower your team, turn data into actionable insights, and optimize performance to deliver measurable business outcomes.
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The content of this document is proprietary to GERMAIN SOFTWARE.