Field lab Jerónimo Martins: optimization of retail operations - from the entry to the exit: a Pingo Doce & Go Nova customer journey analysis

Abstract

Recognizing the recent efforts and uses of process mining, this paper propositions the use of this analytical discipline to delineate the customer journeys at Pingo Doce & Go Nova. With a goal to detect improvement guidelines, and increase sales and profits, a curated event log on Celon is Execution Management System, a process mining software, was used to detect operational inefficiencies and outline the customers behaviors and experiences within the store, offering result-based management strategies and recommendations of future works