The study analyzes State Machine Diagrams, Event Condition Action (ECA) rules, and the Case Management Model and Notation (CMMN) to explore the complexities of systems with digital products. A Swiss company has been used to provide practical insights into real-world applications. While digital products rely on automation and event-based methods, physical products require transaction-based events and human intervention.

Despite the extensive literature research on tracking methods for physical products, Track and Trace Systems for digital products are still underrepresented. In the study, tracking and tracing a digital product, an electronic invoice service, has been researched. Two illustrations have been developed as prototypes with the help of CMMN and a State Machine Diagram. Performing primary research, feedback from employees involved in the service process has been gathered and evaluated. Consequently, its positive effects have been disclosed in promoting collaboration, decision-making, and overall efficiency of ordering processes.

The findings from the case study contribute significantly to an enhanced employee experience of the service in the case of a Swiss-based service company while providing input to the literature highlighting the opportunities of CMMN and State Machine Diagram as an illustration tool for digital product ordering to track and trace.