Mapping and Redesign of Administrative Processes with BPM and User Journey: An Experience Report for Digital Transformation. - João Victor C. T. de Assis; Larissa Cardoso Vieira; Ana Regina Bezerra Ribeiro; Marcos Sobral; Renata Oliveira; Rafaela Mariane de Lima Felix; Eduardo Henrique Pereira de Melo; Marcelo Marinho (SBSI, 2025)