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User satisfaction can be analyzed with user journeys, which model services from the user\u2019s perspective. Today, these models are created manually and lack both formalization and tool-supported analysis. This limits their applicability to complex services with many users. Our goal is to overcome these limitations by automated model generation and formal analyses, enabling the analysis of user journeys for complex services and thousands of users. In this paper, we use stochastic games to model and analyze user journeys. Stochastic games can be automatically constructed from event logs and model checked to, e.g., identify interactions that most effectively help users reach their goal. Since the learned models may get large, we use property-preserving model reduction to visualize users\u2019 pain points to convey information to business stakeholders. The applicability of the proposed method is here demonstrated on two complementary case studies.<\/jats:p>","DOI":"10.1007\/978-3-031-71177-0_12","type":"book-chapter","created":{"date-parts":[[2024,9,12]],"date-time":"2024-09-12T06:10:51Z","timestamp":1726121451000},"page":"167-186","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":6,"title":["Stochastic Games for\u00a0User Journeys"],"prefix":"10.1007","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-0635-1915","authenticated-orcid":false,"given":"Paul","family":"Kobialka","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-9446-9541","authenticated-orcid":false,"given":"Andrea","family":"Pferscher","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-8135-9052","authenticated-orcid":false,"given":"Gunnar R.","family":"Bergersen","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-5382-3949","authenticated-orcid":false,"given":"Einar Broch","family":"Johnsen","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-9948-2748","authenticated-orcid":false,"given":"Silvia Lizeth","family":"Tapia Tarifa","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","published-online":{"date-parts":[[2024,9,13]]},"reference":[{"key":"12_CR1","doi-asserted-by":"publisher","unstructured":"van der Aalst, W.M.P.: Process Mining - Data Science in Action. 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