User-centric Business Process Transformations: Challenges and First Solutions

The deployment of user-centered design methods such as contextual design in business process digitalizations is still at its beginning, in particular in conjunction with business process modeling techniques. Since their collaborative deployment is not a straightforward endeavor, this paper discusses challenges and first solutions in conducting contextual inquiry in combination with business process modeling. The challenges were acquired through observations in field studies and their validity is corroborated through a literature study of relevant and related works. This paper's main intention is to provide practical support and motivate the use of user-centered design methods in business process transformations.