Latest papers

Connecting the Digital Dots – Can Customer Journeys Be Analyzed Purely from Event Logs?
Kristoffer Alves Brekke, Ragnhild Halvorsrud, Felix Mannhardt, Lasse Brurok, Otas Meironas.
In: Business Process Management Workshops: BPM 2025 International Workshops, Lecture Notes in Business Information Processing, Vol. 569, Springer (2026).
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Exploring Automated Customer Journey Analysis with User Journey Games.
Ophelia Prillard, Paul Kobialka, Ragnhild Halvorsrud, Knut Kvale.
In: Computer-Human Interaction Research and Applications: 9th Int. Conference (CHIRA’25), Communications in Computer and Information Science, Vol. 2834, Springer (2025).
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Customer Journeys and Process Mining – Challenges and Opportunities.
Ragnhild Halvorsrud, Felix Mannhardt, Ophelia Prillard, Costas Boletsis.
In: ITM Web of Conferences, Vol. 62. (2025).
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The Quest for the Comprehensive Customer Journey – a Case Study from a C2C Marketplace
Felix Mannhardt, Ragnhild Halvorsrud, Otas Meironas, Lasse Brurok.
In: Business Process Management: Blockchain, Robotic Process Automation, Central and Eastern European, Educators and Industry Forum, pp. 451–461. Springer (2024).
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Towards a Formal Framework for Modeling Patient Journeys
Ragnhild Halvorsrud, Anna Grøndahl Larsen, Brian Elvesæter, Line Kari Melby.
In: MEDINFO 2025 – Healthcare Smart × Medicine Deep: Proceedings of the 20th World Congress on Medical and Health Informatics, pp. 1578–1579. IOS Press (2025).
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Dual-Perspective Modeling of Patient Pathways: A Case Study on Kidney Cancer.
Larsen, A. M. G., Halvorsrud, R., Berg, R. E., & Vesinurm, M.
In: Särestöniemi M. et al. (eds), Digital Health and Wireless Solutions. NCDHWS 2024. Communications in Computer and Information Science, Vol. 2084. Springer, Cham. (2024).
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Visual Modeling of Multiple Sclerosis Patient Pathways: The Healthcare Workers’ Perspectives.
Bogale, B., Solem, I. K. L., Celius, E. G., & Halvorsrud, R.
In: Särestöniemi M., Keikhosrokiani P., Singh D., Harjula E., Tiulpin A., Jansson M. (eds), Digital Health and Wireless Solutions. Cham: Springer Nature Switzerland, pp. 303–317 (2024).
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2023

Følstad, A., & Halvorsrud, R. (2023). Brukerreiser–en forskningshistorisk reiseberetning. Sakprosa, 15(6). | PDF |

Halvorsrud, R., Sanchez, O. R., Boletsis, C., & Skjuve, M. (2023). Involving users in the development of a modeling language for customer journeys. Software and Systems Modeling, 22, 1589–1618. | PDF |

Erdogan, G., Halvorsrud, R., Boletsis, C., Tverdal, S., & Pickering, J. B. (2023). Cybersecurity Awareness and Capacities of SMEs. | PDF |

Luan, K., Halvorsrud, R., & Boletsis, C. (2023). Evaluation of a Tool to Increase Cybersecurity Awareness Among Non-experts (SME Employees). In Proceedings of the International Conference on Information Systems Security and Privacy (ICISSP) (pp. 509-518). | PDF |

Boletsis, C., Orni, S. N., & Halvorsrud, R. (2023). The HORM Diagramming Tool: A Domain-Specific Modelling Tool for SME Cybersecurity Awareness. VISIGRAPP, 203-213. | PDF |

2021

Halvorsrud, R., Boletsis, C., & Garcia-Ceja, E. (2021, October). Designing a modeling language for customer journeys: Lessons learned from user involvement. In 2021 ACM/IEEE 24th International Conference on Model Driven Engineering Languages and Systems (MODELS) (pp. 239-249). IEEE. | PDF | PUBLISHER |

Halvorsrud, R., Mannhardt, F., Johnsen, E. B., & Tarifa, S. L. T. (2021, September). Smart journey mining for improved service quality. In 2021 IEEE International Conference on Services Computing (SCC) (pp. 367-369). IEEE. | PDF | PUBLISHER |

Boletsis, C., Halvorsrud, R., Pickering, J. B., Phillips, S. C., & Surridge, M. (2021, February). Cybersecurity for SMEs: Introducing the Human Element into Socio-technical Cybersecurity Risk Assessment. In VISIGRAPP (3: IVAPP) (pp. 266-274). | PDF |

2019

Halvorsrud, R., Røhne, M., Celius, E. G., Moen, S. M., & Strisland, F. (2019). Application of Patient Journey Methodology to Explore Needs for Digital Support A Multiple Sclerosis Case Study. Paper presented at the SHI 2019. Proceedings of the 17th Scandinavian Conference on Health Informatics, November 12-13, 2019, Oslo, Norway. | PDF |

Halvorsrud, R., Lillegaard, A.L., Røhne, M. & Jensen, A.M. (2019). Managing complex patient journeys in healthcare.  In: Rasche, C. & Pfannstiel, M. (eds): Service Design and Service Thinking in Healthcare and Hospital Management. Springer International Publishing. | PDF | PUBLISHER |

2018

von Zernichow, R., Skjuve, M., Halvorsrud, R. (2018). Customer Journey Heatmaps: a wake-up call. Proceedings from the 10th conference for human-computer interaction research and practice in the Nordic countries and Europe (NordiCHI 2018). | PDF | PUBLISHER |

2017

Halvorsrud, R. & Kvale, K. (2017). Strengthening customer relationships through Customer Journey Analysis. In Lüders,M., Andreassen, T.W., Clatworthy, S., & Hillestad, T. (eds): Innovating for Trust. Edward Elgar Publishing, Oxford, UK, ISBN: 9781785369476 | PDF | PUBLISHER |

2016

Halvorsrud, R., Kvale, K. & Følstad, A. (2016). Improving Service Quality through Customer Journey Analysis. Journal of Service Theory and Practice 26(6), 840-867. | PDF | PUBLISHER |

Halvorsrud, R., Haugstveit, I. M. & Pultier, A. (2016). Evaluation of a modelling language for customer journeys. Proceedings from the IEEE Symposium on Visual Languages and Human-Centric Computing (VL/HCC) in Cambridge, UK, 5-7. Sept 2016. IEEE Xplore. | PDF | PUBLISHER |

Haugstveit, I.M., Halvorsrud, R. & Karahasanovic, A. (2016) Supporting redesign of C2C services through customer journey mapping. Proceedings of the International ServDes conference, Linköping University Electronic Press, pp. 215-227. | PDF |

2015

Lee, E., Karahasanovic, A. & Halvorsrud, R. (2015). A Visual Language for the Modelling of Service Delivery Processes to Support Business Processes Management. International journal on advances in software, 8(3&4), 288-308. | PDF |

2014

Halvorsrud, R., Lee, E., Haugstveit, I.M. & Følstad, A. (2014). Components of a visual language for service design. Proceedings of the International ServDes conference, Linköping University Electronic Press, pp. 291-300 | PDF |