Reflection on Action: The Role of Process Mining for Process Change

Process mining currently receives tremendous attention from practice. Many organizations have already adopted process mining or are considering doing so. The increasing adoption of process mining in practice is mirrored by the interest of academia to understand how organizations use this technology. Research on the use of process mining in organizations has found that process mining creates process transparency and studied how organizations use this technology to generate business value. Even though a key goal of the use of process mining is process improvement, there are currently no studies that investigate how organizations do this. In this paper, we address this limitation by means of a qualitative study design. We conducted a total of 30 interviews with process mining experts, which we analyzed using the lenses of reflective and experimental spaces. We develop two models that describe how organizations use process mining to change organizational processes.