Maja Ćukušić – University of Split, Faculty of Economics, Business and Tourism, Cvite Fiskovića 5, 21000 Split, Croatia




4th International Scientific Conference on Recent Advances in Information Technology, Tourism, Economics, Management and Agriculture – ITEMA 2020, Online/virtual, October 8, 2020, SELECTED PAPERS published by the Association of Economists and Managers of the Balkans, Belgrade; Printed by: SKRIPTA International, Belgrade, ISBN 978-86-80194-37-0, ISSN 2683-5991, DOI:




The paper synthesises studies of two specific conceptual models from a rather wide area of user-oriented process (re)design and the development of related, modern information systems based on smart technologies. Further, it proposes a new approach for coupling (1) a methodology for convergent customer experience management and business process management, with (2) a framework for user-oriented data-driven information systems development. It also analyses the implications and conditions for its implementation in private and public organisations.



User-oriented, Process redesign, Data-driven development, Information systems.


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Mijač, T., Jadrić, M. & Ćukušić, M. (2018a) Evaluating the Potential of a Data-Driven Approach in Digital Service (Re)Design. In: Strahonja, V. & Kirinić, V. (Eds.) Proceedings of the 29th Central European Conference on Information and Intelligent Systems. pp. 187-194.
Mijač, T., Jadrić, M. & Ćukušić, M. (2018b) The potential and issues in data-driven development of web personas, 41st International Convention on Information and Communication Technology, Electronics and Microelectronics (MIPRO), Opatija, 2018, pp. 1237-1242, DOI: 10.23919/MIPRO.2018.8400224
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