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I. Information Products: Figure 1: Visualization For Infoproducts

The document analyzes and improves visualizations for three topics: 1) Information products - The original chart is improved to more clearly show differences in effectiveness received vs wanted across parameters and products. 2) Helpdesk calls - Three visualizations of helpdesk call data are analyzed and improved charts show call volume by category, resolution times, and distribution of times. 3) Touchpoint analysis - The original stacked chart is difficult to compare touchpoints over time. Improved charts show trends in phone, chat, and email touchpoints separately over time.

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karan
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38 views8 pages

I. Information Products: Figure 1: Visualization For Infoproducts

The document analyzes and improves visualizations for three topics: 1) Information products - The original chart is improved to more clearly show differences in effectiveness received vs wanted across parameters and products. 2) Helpdesk calls - Three visualizations of helpdesk call data are analyzed and improved charts show call volume by category, resolution times, and distribution of times. 3) Touchpoint analysis - The original stacked chart is difficult to compare touchpoints over time. Improved charts show trends in phone, chat, and email touchpoints separately over time.

Uploaded by

karan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Dikshant Yadav | 0024/56 Assignment 2 1

I. Information Products

Figure 1: Visualization for InfoProducts

Analyzing the visualization:


1. At the core, the chart is trying to highlight the difference in % of the ratio
effectiveness received vs wanted across four parameters (Coverage, Reliability,
Timeliness and Convenience) for four products i.e., Cases, Databases, Technical
Notes and Survey Reports.
2. The coding scheme shows a 100% line where the effectiveness received = wanted
and shows how different parameter – product pairs fare against it, above or below.
The one where effectiveness received > wanted is shown by green with
‘Convenience – Cases – 160%’ shown in dark green to show an outlier on the positive
side. Further, effectiveness across ‘Timeliness’ is shown in red as received < wanted,
this needs to be a focus area.

Updated charts after applying principles of Expressiveness, Effectiveness and Graphical


Excellence. Charts are drawn in Tableau.
Dikshant Yadav | 0024/56 Assignment 2 2

Figure 2: Information Products - Improved Chart 1


Dikshant Yadav | 0024/56 Assignment 2 3

Figure 3: Information Products - Improved Chart 2

II. HelpDesk Calls

Analyzing the visualization 1:


Average Resolution Time (days)
1. The chart shows a comparison of
2.55 2.49 2.46 2.55 average resolution time in days with
respect to different call categories.
2. The coding scheme shows the
resolution time to be almost same
~2.5 days average across categories.
No different color for different
categories since the inference is no
difference.

Transfer Software Network Hardware

Figure 4: Visualization for HelpDesk Calls 1


Dikshant Yadav | 0024/56 Assignment 2 4

Analyzing the visualization 2:


Number of Problems Reported
1. The chart shows the distribution
243 of number of problems reported by
526
call categories so that we can see
which category has the greatest
233 number of problems and prioritize.
2. The coding scheme shows in a
pie chart how 70% (2354) of the
problems reported are for calls
2354
related to software.

Transfer Softwar e Network Hardware

Figure 5: Visualization for HelpDesk Calls 2

Analyzing the visualization 3:

1. The chart shows the distribution


of resolution time with respect to
call categories to compare data
points other than the average.
2. The coding scheme shows a
boxplot which shows Q1, Median,
Average, Q3. These are almost the
same which shows resolution time
follows similar distribution across
categories.
Figure 6: Visualization for HelpDesk Calls 3

Updated charts after applying principles of Expressiveness, Effectiveness and Graphical


Excellence. Charts are drawn in Tableau.
Dikshant Yadav | 0024/56 Assignment 2 5

Figure 7: HelpDesk Calls - Improved Chart 1

Figure 8: HelpDesk Calls - Improved Chart 2


Dikshant Yadav | 0024/56 Assignment 2 6

Figure 9: HelpDesk Calls - Improved Chart 3

III. Touchpoint Analysis

Phone Touchpoints Chat Touchpoints Email Touchpoints


1.25

1.00

0.75

0.50

0.25

0.00
2018-01 2018-05 2018-10 2019-03 2018-08 2020-01

Figure 10: Visualization for Touchpoint Analysis


Dikshant Yadav | 0024/56 Assignment 2 7

Analyzing the visualization:


1. The chart is showing the make-up of the total touchpoints on a given day and
segregates it based on phone / char / email touchpoints.
2. The coding scheme shows the difference in Phone Touchpoints with ease, being on
the bottom of the stack. While, analyzing difference in Chat or Email Touchpoints
isn’t that simple. The coding answers the segregation in a day but day to day
comparisons isn’t so easily distinguishable. More information from the data can be
presented via different chart of the same data.

Updated charts after applying principles of Expressiveness, Effectiveness and Graphical


Excellence. Charts are drawn in Tableau.

Figure 11: Touchpoint Analysis - Improved Chart 1


Dikshant Yadav | 0024/56 Assignment 2 8

Figure 12: Touchpoint Analysis - Improved Chart 2

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