Tree visualization with tree-maps: 2-d space-filling approach
ACM Transactions on Graphics (TOG)
Handbook of Usability Testing: How to Plan, Design, and Conduct Effective Tests
Handbook of Usability Testing: How to Plan, Design, and Conduct Effective Tests
Learning to use a text processing system: Evidence from “thinking aloud” protocols
CHI '82 Proceedings of the 1982 Conference on Human Factors in Computing Systems
INFOVIS '00 Proceedings of the IEEE Symposium on Information Vizualization 2000
A Comparison of 2-D Visualizations of Hierarchies
INFOVIS '01 Proceedings of the IEEE Symposium on Information Visualization 2001 (INFOVIS'01)
Tree-Maps: a space-filling approach to the visualization of hierarchical information structures
VIS '91 Proceedings of the 2nd conference on Visualization '91
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Service delivery factories deal with large datasets of incidents and changes related to information technology infrastructure. The effective visualization of such information improves the response time to solve incidents, to raise awareness of clients' status, and to schedule required maintenance changes. In the context of service delivery, this work contributes with a study about visualization requirements for incident management systems collected during a 2 years long study performed in a service delivery factory, a comparison between visualization methods that follow the presented requirements, and a usability study to evaluate the proposed system solution, which counted on 10 participants. From the presented results, one expects service delivery organizations to consider presented outcomes in the summarization and presentation of incident related data.