J. Assis <em>et al.</em>" Mapping and Redesign of Administrative Processes with BPM and User Journey: An Experience Report for Digital Transformation", in <em>Proceedings of the 21st Brazilian Symposium on Information Systems</em>, Recife/PE, 2025, pp. 67-76, doi: <a href="https://doi.org/10.5753/sbsi.2025.245975">https://doi.org/10.5753/sbsi.2025.245975</a>.