rogério de paula
IBM Research, Service Systems, Department Member
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ABSTRACT Demo Hour highlights new prototypes and projects that exemplify innovation and novel forms of interaction. Audrey Desjardins, Editor
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ABSTRACT Demo Hour highlights new prototypes and projects that exemplify innovation and novel forms of interaction. Audrey Desjardins, EditorDuring the 2013 TEI conference attendees showcased and experienced more than 50 demos. The... more
ABSTRACT Demo Hour highlights new prototypes and projects that exemplify innovation and novel forms of interaction. Audrey Desjardins, EditorDuring the 2013 TEI conference attendees showcased and experienced more than 50 demos. The projects ...
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ABSTRACT In this paper we propose an analytical tool, named Workload Profile Chart (WPC), to characterize the performance and quality of time-bounded incident management (TBIM) systems. Based on the normalization of incident assignment... more
ABSTRACT In this paper we propose an analytical tool, named Workload Profile Chart (WPC), to characterize the performance and quality of time-bounded incident management (TBIM) systems. Based on the normalization of incident assignment and resolution durations by their respective service level agreement (SLA), the method computes and plots the spreading of incidents on a log-log chart. We claim that this visual representation helps characterizing the performance of TBIM systems and diagnosing major issues such as resource and skill allocation, abnormal behavior, ticket characteristics, and the like. We also propose the WPC Inspection method which formalizes the process of using a WPC to characterize specific issues of TBIMs. The proposed method can be used to identify classes of problems for automated resolution or assignment, to determine resources and skills needed, and to reach a balance between productivity and quality. In addition to an in-depth description of the method, this paper presents its application in the characterization of four service organizations of a large IT service factory. As result, we are able to show aspects and characteristics of these service organizations that for the most part went unnoticed before. We also carried out an initial qualitative validation which provided evidence of the WPC's ability to accurately characterize TBIM systems.
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ABSTRACT In this article, we propose an analytical tool, named the Workload Profile Diagnosis (WPD) method, to evaluate the performance and quality of incident management (IM) systems in information technology (IT) service factories.... more
ABSTRACT In this article, we propose an analytical tool, named the Workload Profile Diagnosis (WPD) method, to evaluate the performance and quality of incident management (IM) systems in information technology (IT) service factories. Based on the normalization of ticket assignment delay and resolution time by their respective service-level agreement, the method computes and plots the spreading of ticket data on a log-log chart. By comparing the actual and desired distribution values in specific areas, the WPD method diagnoses specific problems and issues in the performance of IM systems such as resource and skill allocation and abnormal behavior, and identifies opportunities for automated resolution or assignment of tickets, increases or decreases in the resources and skills needed, and ultimately aims to strike a better balance between productivity and service quality. In addition to an in-depth description of the WPD method, this article presents its application in the diagnostics of four service pools of a large IT service factory. An empirical study conducted in the IT service factory shows that most of the problems identified by the WPD method were indeed present in the service pools, therefore providing evidence of the validity of the WPD method. We conclude discussing how managers can use the method to detect and evaluate transformational opportunities to increase productivity and service quality in a systematic manner.
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Being able to predict when invoices will be paid is valuable in multiple industries and supports decision-making processes in most financial workflows. However, due to the complexity of data related to invoices and the fact that the... more
Being able to predict when invoices will be paid is valuable in multiple industries and supports decision-making processes in most financial workflows. However, due to the complexity of data related to invoices and the fact that the decision-making process is not registered in the accounts receivable system, performing this prediction becomes a challenge. In this paper, we present a prototype able to support collectors in predicting the payment of invoices. This prototype is part of a solution developed in partnership with a multinational bank and it has reached up to 81% of prediction accuracy, which improved the prioritization of customers and supported the daily work of collectors. Our simulations show that the adoption of our model to prioritize the work o collectors saves up to ~1.75 million dollars per month. The methodology and results presented in this paper will allow researchers and practitioners in dealing with the problem of invoice payment prediction, providing insights...
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Designing systems to offer support to experts during cognitive intensive tasks at the right time is still a challenging endeavor, despite years of research progress in the area. This paper proposes a gaze model based on eye tracking... more
Designing systems to offer support to experts during cognitive intensive tasks at the right time is still a challenging endeavor, despite years of research progress in the area. This paper proposes a gaze model based on eye tracking empirical data to identify when a system should proactively interact with the expert during visual inspection tasks. The gaze model derives from the analyses of a user study where 11 seismic interpreters were asked to perform the visual inspection task of seismic images from known and unknown basins. The eye tracking fixation patterns were triangulated with pupil dilations and thinking-aloud data. Results show that cumulative saccadic distances allow identifying when additional information could be offered to support seismic interpreters, changing the visual search behavior from exploratory to goal-directed.
Research Interests: Computer Science and Gaze
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ABSTRACT This paper discusses the design of a social tool for cross-boundary communication, coordination, and information sharing in a large organization. Based on insights and requirements gathered in qualitative and quantitative studies... more
ABSTRACT This paper discusses the design of a social tool for cross-boundary communication, coordination, and information sharing in a large organization. Based on insights and requirements gathered in qualitative and quantitative studies conducted within the organization, the Live Corkboard, a virtual message board system enhanced with community features and text/history search is proposed as a tool to enhance communication, group awareness, and information sharing and reuse. We describe the requirements for our tool as well as how they influenced our design. The research was conducted in a large IT services delivery company which has recently changed its organizational structure from a customer-centered to a competency-centered model. Focus group evaluation results suggest that the tool will be useful to the employees in the organization.
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Google, Inc. (search). ...
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The majority of ethnographic studies for businesses have focused on places: home, work, third places, and even non-places. Daily life, however, is composed of transitional moments matter of in-betweeness. Transitional spaces and... more
The majority of ethnographic studies for businesses have focused on places: home, work, third places, and even non-places. Daily life, however, is composed of transitional moments matter of in-betweeness. Transitional spaces and movements have increasingly been sites for ...
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Computer system security is traditionally regarded as a primarily technological concern; the fundamental questions to which security researchers address themselves are those of the mathematical guarantees that can be made for the... more
Computer system security is traditionally regarded as a primarily technological concern; the fundamental questions to which security researchers address themselves are those of the mathematical guarantees that can be made for the performance of various communication and computational challenges. However, in our research, we focus on a different question. For us, the fundamental security question is one that end-users routinely encounter and resolve for themselves many times a day – the question of whether a system is secure enough for their immediate needs. In this paper, we will describe our explorations of this issue. In particular, we will draw on three major elements of our research to date. The first is empirical investigation into everyday security practices, looking at how people manage security as a practical, day-to-day concern, and exploring the context in which security decisions are made. This empirical work provides a foundation for our reconsideration of the problems o...
In this talk, I examine the manifest, emic meanings of social networking in the context of social network analysis and it uses this to discuss how the confluence of social science and computational sociology can contribute to a richer... more
In this talk, I examine the manifest, emic meanings of social networking in the context of social network analysis and it uses this to discuss how the confluence of social science and computational sociology can contribute to a richer understanding of how emerging social technologies shape and are shaped by people’s everyday practices.
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User Experience (UX) Design of Artificial Intelligence (AI) applications that assist knowledge-intensive tasks are usually the result of an iterative and fuzzy process. Although the combination of state-of-the-art technology with human... more
User Experience (UX) Design of Artificial Intelligence (AI) applications that assist knowledge-intensive tasks are usually the result of an iterative and fuzzy process. Although the combination of state-of-the-art technology with human expertise is undoubtedly valuable in the industry context, designing a user-centered tool that fits in the everyday activities of knowledge workers – supporting and augmenting their potential – is not a trivial work. User research uncovers pain points and opportunities, bringing the insights that inspire designers and Human Computer Interaction (HCI) experts. It allows a clear understanding of the context, which is the essence of a consistent interaction experience. Nevertheless, revealing the UX of the application and how AI in this context reshapes knowledge workers' everyday tasks is not straightforward and might also be an iterative process. In this paper, we present findings from a case study of the use of a storytelling method to design and validate the UX of AI assistants for the Oil & Gas industry by using an animated sketch-based video.
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In this work, we present a workflow that integrates the knowledge of the geoscientist with Artificial Intelligence (AI). It applies machine learning (ML) algorithms to go through extensive datasets of reservoir characterization, allowing... more
In this work, we present a workflow that integrates the knowledge of the geoscientist with Artificial Intelligence (AI). It applies machine learning (ML) algorithms to go through extensive datasets of reservoir characterization, allowing and empowering experts to visually explore such datasets, to retrieve analogues, to estimate unknown parameters, and, thus, to make better-informed decisions. To prove the effectiveness of our workflow, we implemented a system that displays the reservoirs on a map enabling experts to visually inspect and explore data, giving them insights about it. RAVA (Reservoir Analogues Visual Analytics) is an interactive system that allows users to explore a reservoir database and to estimate unknown information of a target reservoir by automatically identifying analogues. Our workflow enables the experts to contribute with their knowledge in all critical steps and test what-if scenarios.
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This paper will explore insights gathered from fieldwork activities in the Northeast Brazil to design a financial application to facilitate access to credit. We observed the everyday financial practices of small merchants, their social... more
This paper will explore insights gathered from fieldwork activities in the Northeast Brazil to design a financial application to facilitate access to credit. We observed the everyday financial practices of small merchants, their social physical networks and mechanisms to promote trust in those communities. We observed a particular kind of transaction that was common amongst our participants - called Fiado. Fiado transactions are a store credit practice in which merchants sell products to a customer based on trust that the customer will pay for it in the future. The Financial app aims to assist small merchants to manage their Fiado and their business.
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Usability test videos are one of the results of usability tests. They are used for future reference, documentation, and detailed analysis. However, analysis of videos demands concentration and is time consuming. This paper contributes... more
Usability test videos are one of the results of usability tests. They are used for future reference, documentation, and detailed analysis. However, analysis of videos demands concentration and is time consuming. This paper contributes with a method to annotate usability test videos based on logs of UI events, indicating usability problems and providing specialists new ways of analyzing usability test videos. From the presented results, one expects to support practitioners in the task of using usability test videos in post-test phases.
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ABSTRACT The first session explores the many ways and forms Data shape our lives. What are new roles, forms of research, methodologies and practices that contribute to the on-going exploration of boundaries between “big data” and... more
ABSTRACT The first session explores the many ways and forms Data shape our lives. What are new roles, forms of research, methodologies and practices that contribute to the on-going exploration of boundaries between “big data” and ethnography. “Is Data the new oil?” This has become a proverbial question that many organizations and research institutions have been asking themselves when they face the ever increasing proliferation of data (and data discourses, thereof). This is an enticing postulate, but not one without controversies. But, if data is the new oil, what does it mean for our ethnographic praxis? What roles will ethnography play? What forms of research methods and practices will spring up? In fact, what do we mean by data? These are some of the questions that lie at the heart of EPIC's on-going methodological and practical pursuits. All papers in this session thus contribute to this on-going debate by exploring the boundaries (epistemological, methodological, and practical) between “big data” and ethnography. From describing the use of mixed-methods for investigating mobile money to exploring the emergence of analytic technology tools to help ethnographers collect and explore data to investigating the ‘meanings’ of data in data-intensive social settings, such as, health and wellness communities, this session will offer a broad perspective on the subject, asking us to reflect not only on our own research practices but on the future of our field.
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The authors of this proposal are members of an informal committee currently planning CSCW 2017 in Brazil. As we get set for this event, it is paramount to enroll a broader number of CSCW researchers in Latin America (LA) in the broader... more
The authors of this proposal are members of an informal committee currently planning CSCW 2017 in Brazil. As we get set for this event, it is paramount to enroll a broader number of CSCW researchers in Latin America (LA) in the broader CSCW community. CSCW research in LA has been active since the mid 1990's although largely disconnected from the broader international CSCW. It is critical to acknowledge this history and collectively understand how the CSCW community can learn from CSCW in LA and how LA researchers can be better represented in and integrated into international CSCW. The goal of this workshop is twofold. First, to provide a forum for researchers working in LA to present their work for the international CSCW community, and second, to allow the international CSCW community to understand the issues around doing CSCW research in LA. Senior discussants will be invited to discuss the work of LA researchers and introduce key issues from their regions, therefore facilitating the cross-region conversations among participants.
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ABSTRACT Collaboration in matrix organizations brings challenges involving decision support, communication, knowledge sharing, and, mainly, awareness. By implementing Lean Principles, organizations improve different aspects of service... more
ABSTRACT Collaboration in matrix organizations brings challenges involving decision support, communication, knowledge sharing, and, mainly, awareness. By implementing Lean Principles, organizations improve different aspects of service providing. However, the broad view of clients and the detailed knowledge regarding clients' business are reduced when a team serves different clients in a matrix structured service provider. This work presents a system developed after a 30 months long investigation of daily practices and needs of workers of an IT (Information Technology) service delivery factory. The developed system aims at raising awareness and supporting workers communication. The system's conception, design, and development, counted on interviews, focus groups, and usability test. Along the manuscript, results from informal activities are presented, while the formal user test is detailed in the evaluation section. Our collaboration is twofold: (1) in-depth description of cross-department coordination challenges and mechanisms in a very-large IT service delivery organization; (2) presenting the developed system and the rational behind it. We expect researchers and practitioners working on similar problems to benefit from the research detailed in this work.
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The majority of ethnographic studies for businesses have focused on places: home, work, third places, and even non-places. Daily life, however, is composed of transitional moments matter of in-betweeness. Transitional spaces and... more
The majority of ethnographic studies for businesses have focused on places: home, work, third places, and even non-places. Daily life, however, is composed of transitional moments matter of in-betweeness. Transitional spaces and movements have increasingly been sites for ...
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ABSTRACT Solving today’s problems demands more than the effort of an individual, however, brilliant mind. Collaboration and team work are fundamental skills for tackling such problems. The ability of team members to work together and... more
ABSTRACT Solving today’s problems demands more than the effort of an individual, however, brilliant mind. Collaboration and team work are fundamental skills for tackling such problems. The ability of team members to work together and communicate with one another thus becomes an uppermost concern. In this context, to assemble an effective team requires an approach that goes beyond the analysis of individual skills. This paper proposes and examines the problem that takes into account different skill attributes and social ties to build an interconnected team. Our proposed solution is evaluated by means of building one team to defeat an opposite team defined in the same social network. Our experimental results show that our algorithms produces meaningful socially collaborative skilled teams.
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In the last decades, the Web has grown from dozens of webpages to the current 13.5 billion pages. This growth was not followed by a major conformance to markup coding guidelines. This impacts negatively the access of people with... more
In the last decades, the Web has grown from dozens of webpages to the current 13.5 billion pages. This growth was not followed by a major conformance to markup coding guidelines. This impacts negatively the access of people with disabilities to the vast socio-economic-cultural transformations the Web engenders. For example, a form field without the proper label markup is an accessibility barrier for blind users. In this context, this work presents a study involving the Alexa.com's top 1,000 popular websites and a sample of random 1,000 websites to verify and contrast the conformance of these disjoint sets with the accessibility markup guidelines. The initiative proposed in this paper is the first iteration of the Web Accessibility Snapshot (WAS) project, which will from now on present regular updates on the numbers regarding the status of Web accessibility. With the presented results, one expects to support accessibility professionals, researchers, and practitioners by providing up-to-date information. Beyond that, we expect governments and other accessibility governance agency to consider the provided information when designing programs for fostering and enforcing the conformance to existing accessibility regulations and laws accordingly.
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ABSTRACT Demo Hour highlights new prototypes and projects that exemplify innovation and novel forms of interaction. Audrey Desjardins, Editor
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ABSTRACT Demo Hour highlights new prototypes and projects that exemplify innovation and novel forms of interaction. Leah Maestri, Editor
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... VANESSA EMPINOTTI University of São Paulo, Brazil ... The entanglements of ethnography knowing and doing have been discussed extensively elsewhere [eg, in the context of research consultants and clients (Sunderland and Denny, 2007)... more
... VANESSA EMPINOTTI University of São Paulo, Brazil ... The entanglements of ethnography knowing and doing have been discussed extensively elsewhere [eg, in the context of research consultants and clients (Sunderland and Denny, 2007) and ethnographers in the ...
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ABSTRACT This paper investigates the notion of heterogeneity, inspired by Latour's work on Actor Network Theory, as a lens for understanding daily work practices in a large service delivery organization. To this end, we present... more
ABSTRACT This paper investigates the notion of heterogeneity, inspired by Latour's work on Actor Network Theory, as a lens for understanding daily work practices in a large service delivery organization. To this end, we present and discuss the findings from an ongoing research where we unpacked how system-administrators manage and negotiate incident resolution requests as part of service delivery practices. In particular, we looked into how performance metrics, such as, service level agreements (SLAs), mediated those practices. This paper contributes to the studies of infrastructure and explores the critical synergy between quantitative and qualitative methods in support of large-scale work practice research.
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As computer technologies start to permeate the everyday activities of a continuously growing population, social and technical as well as political and legal issues will surface. Participatory design is asked to take a more critical view... more
As computer technologies start to permeate the everyday activities of a continuously growing population, social and technical as well as political and legal issues will surface. Participatory design is asked to take a more critical view of participation, design, technology, and the arenas in which the network of actors and artifacts dialectically construct the social orders. This paper has a