Usability Issues in BPMN Models Analyzed Using Eye-Tracking Technology

EEye-tracking technology is a powerful tool in human-computer interaction (HCI), capturing users’ visual attention and tracking their eye movements. This technique helps determine where a person is looking at any given moment and the sequence of their gaze. It, therefore, provides information about their visual and cognitive functions. Data collected in this way can be objectively processed, leading to the design of more efficient and user-friendly interfaces. Business Process Model and Notation (BPMN) is widely recognized for its clear and understandable representation of business processes. It is generally used to manage organizations. This study aims to describe eye-tracking technology in the context of BPMN. In this study, we worked with BPMN and used an eye tracker to generate visual heatmaps to represent the focus areas of the participants under study. The experiments were conducted using the web-based tool GazeRecorder, which is free and available online. Participants walked through business process models demonstrating actions, choices, and potential interactions within systems such as booking a flight, ordering food online, or purchasing electronic devices (e.g., TV, PC, smartphone). The study determined which BPMN symbols are challenging to interpret and how the overall quality of the BPMN can be improved.