CROSS-MEDIA USER INTERFACES FOR CONTROLLING THE

ENTERPRISE

The EAGLE Integrated System

Pedro Campos

Department of Mathematics and Engineering, University of Madeira, Campus Universitário da Penteada

9000-390 Funchal, Portugal

Filipe Sousa, Lucas Pereira, Carlos Perestrelo, Duarte Freitas

Anturio Corporation, R. João Tavira, 4, 2ºA, 9000-075 Funchal, Portugal

Keywords: User-centered design, information visualization, enterprise modeling and visualization, business intelli-

gence, enterprise information systems, decision-support systems.

Abstract: Current Business Intelligence (BI) tools are aimed at providing managers with a way to control and measure

their businesses. However, and despite much research and many commercial and academic prototypes, the

user acceptability of these systems remains challenging. We describe an innovative approach to enhancing

the ease of use and the visualization, control and decision-making of small-to-medium enterprises. Our ap-

proach to the design of BI tools is novel because (a) it combines user-centered design techniques with recent

advances in quantitative information visualization, and (b) it employs several media (webcams, telephones,

interactive maps and sparklines) to provide the user with a more powerful way of business control. We pre-

sent a tool called Eagle which was designed using this approach and was developed in an industrial, real-

world setting. We also describe some principles which were outlined along this case study.

1 INTRODUCTION

Business Intelligence (BI) is defined as the result of

“acquisition, interpretation, collation, assessment,

and exploitation of information” (Davies, 2002, p.

313) in the business domain.

There is currently a trend towards satisfying new

customer needs relating visual business intelligence.

Existing business analysis systems are difficult to

use and visually complicated. There is clearly a need

for user-friendly software applications as well as a

need to control multi-placed business sites, offices

or stores anytime, anywhere.

Our premise is that the key to obtaining more us-

able and useful executive information systems im-

plies providing the executive with the right business

tools, coupled with the right visualizations, using an

interface designed to support the decision tasks effi-

ciently.

In this paper, we describe the approach we took

in the design of the Eagle system, a new BI tool that

integrates several media (live streaming webcams,

conventional, fixed telephones, interactive maps).

Our approach is novel because current BI tools suf-

fer from a lack of appropriate user-centered design

methods: instead of focusing on features, we focused

on the relevant business decision-making tasks. We

also combined user-centered design techniques with

recent advances in quantitative information visuali-

zation to design the Eagle system.

The remaining of this paper is organized as fol-

lows: Section 2 describes some background founda-

tions of our work, namely the need for better BI

tools, sparklines for visualizing intense, quantitative

data, and the usage-centered design process. Section

3 describes related tools and approaches. Section 4

presents both the architecture and the user interface

of the Eagle system which we developed as a proof

of concept for our cross-media, usage-centered ap-

proach to the design of BI tools. Section 5 gathers

some principles we found useful, and that could

guide the effective design of BI tools. Finally, Sec-

129

Campos P., Sousa F., Pereira L., Perestrelo C. and Freitas D. (2007).

CROSS-MEDIA USER INTERFACES FOR CONTROLLING THE ENTERPRISE - The EAGLE Integrated System.

In Proceedings of the Ninth International Conference on Enterprise Information Systems - HCI, pages 129-135

DOI: 10.5220/0002370101290135

 SciTePress

tion 6 draws some conclusions and outlines possible

future work.

2 BACKGROUND

Business Intelligence tools have been the target of

much research since the beginning of the 90s (Lun-

deberg and Sundgren, 1996). The purpose of this

class of systems is to provide managers and execu-

tives with a way to control, measure and obtain in-

formation for decision-making regarding their busi-

nesses. However, the number of companies and ex-

ecutives actually using these systems remains rela-

tively small (Lundeberg and Sundgren, 1996).

According to a recent BI survey (Information-

Week, 2006), a majority of companies report a lim-

ited number of their employees as having access to

BI tools. Only 8% of the surveyed companies report

that half or more of their employees access BI tools.

More importantly, it is expected that BI tools

will be accessed by more than half of the companies’

employees within two years (38% of responses), and

nine out of ten companies report BI spending to be

growing or remaining the same as last year. This

suggests that usability will be a major concern in the

design of the next generation of BI tools.

The design of these systems faces many chal-

lenges: the ability to display large amounts of enter-

prise-wide data, as well as to provide easy-to-use

mechanisms for visualizing and exploring that data

are some of the most difficult ones to tackle (Keim

et al., 2006).

Simplicity, flexibility, accurate representation of

the data (and high-quality, reliable, data) have been

referred to as particularly important factors for the

actual design and development of Executive Infor-

mation Systems (EIS) (Lundeberg and Sundgren,

1996).

This review, along with a more extensive BI

tools literature review reveals the following gaps:

a) existing business intelligence tools suffer from a

lack of visualization and analysis capabilities

(Chung et al., 2005);

b) none of the existing tools allow the user to act,

e.g. call the employee at one of the stores, watch

two stores through a live video stream,

c) none of the existing tools provide the user with a

cross-media, integrated environment for actually

controlling their businesses.

The solution we propose (the Eagle system) aims

at addressing gap (a) by being based on novel visu-

alization techniques particularly effective for busi-

ness data. It addresses gap (b) by using VoIP and

live webcams technology. And finally, it addresses

gap (c) by providing an integrated environment that

allows the user to visualize data, see live images

from desired stores, talk to and hear the employees,

customers, and the overall business environment

along with the traditional information which is dis-

played in conventional BI tools. The Eagle system

we describe in this paper was designed through a

user-centered approach and is being tested in real-

world small-to-medium businesses.

2.1 Sparklines

Sparklines (Tufte, 2006) are “simple, intense, word-

sized graphics”. Figure 1 shows an example of a

sparkline that displays a large set of data in a very

small space. The most recent value of net sales is

linked to the 6.2 number through the use of the red

color. Some context is provided by showing the

normal range of net sales as a grey band.

Figure 1: Sparkline showing intense data in a small space:

the grey band shows normal range of values.

The application of sparklines to financial data is

quite appealing. The essential task of BI tools’ users

is to make decisions, and making decisions implies

making comparisons. Since sparklines are small,

high-resolution data lines (usually embedded in a

wider context comprised of words, diagrams and

images), stacking several of these sparklines to-

gether helps the BI user to quickly detect patterns

and perform fast parallel comparisons. Figure 2

shows a simple example of sparklines stacked to-

gether.

Figure 2: Sparklines can be stacked together to facilitate

fast comparisons between several business metrics.

In terms of BI tools, sparklines are particularly

useful “for tracking and comparing changes over

time, by showing overall trend along with local de-

tail” (Tufte, 2006). In the system we present in this

paper, we added more detail by displaying the ex-

treme values (high-low, least/most recent values).

These values should be displayed directly over the

sparkline, like Figure 3 shows.

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Figure 3: Sparkline showing local values of interest

(high/low least/most recent values).

By providing an upfront, contextualized look at

intense data, sparklines can be particularly effective

in BI tools. In the recent words of Edward Tufte,

upon which most of this research was based, “spar-

kline graphics give us some chance to be approxi-

mately right rather than exactly wrong” (Tufte,

2006).

2.2 Usage-Centered Design

Usage-Centered Design (Constantine and Lock-

wood, 1999) is a model-driven engineering process

essentially based on three simple models: a user

model, a task model, and an interface model.

Usage-Centered Design employs abstract models

that have been finely tuned through experience and

practical, real-world cases to capture and clarify the

essence of users, tasks, and interfaces in the most

expeditious and efficient manner. Regarding users,

the interest lies uniquely in the roles they play in

relation to a system, and the designer tries to capture

the salient and significant aspects of these relation-

ships in the form of an abstract user role model. For

a task model, task cases are employed: these are use

cases defined by “abstract, generalized, technology-

free descriptions” (Constantine and Lockwood,

1999; 2001). For the interface itself, the designer

begins with simple models of interface contents and

maps of navigation paths or other forms of abstract

prototypes (Constantine, 1999) to help achieve the

structure and organization right before becoming

buried in the details of the real user interface.

The analysis and design process we followed,

skipped the interface model and was focused on

gathering information about user needs as well as a

thorough task analysis. In the context of the task

analysis we performed, these were the tasks classi-

fied with the best combination of importance (busi-

ness importance) and frequency (of usage):

- Compare business metrics;

- Compare business metrics between business

sites;

- Compare business metrics against time;

- See and hear business sites (possibly more than

one simultaneously);

- Talk to business sites (possibly more than one

simultaneously);

In addition to the visualization techniques like

sparklines and the usage-centered design process, we

also followed a design philosophy aimed at support-

ing workstyle transitions (Self-Reference). We

adapted our workstyle model to the business execu-

tive needs, and followed a cross-media approach to

the design of BI tools, aimed at supporting the work-

styles of BI tools’ users.

3 RELATED WORK

The Business Intelligence Explorer (Chung et al.,

2005) is a visualization system for browsing a large

number of results related to business Web sites. Its

design was based on a visual framework for knowl-

edge discovery on the Web, which provides an ap-

proach to reducing information overload.

A similar tool called INSYDER (Reiterer et al.,

2000) aims at providing an information assistant for

finding and analysis business information from the

Internet. INSYDER is a system that uses different

agents for crawling the Web, evaluating and visual-

izing the results.

The idea of combining vision and hearing capa-

bilities to the development of financial information

visualization tools is explored by Nesbitt and Bar-

rass (2004). They propose a combined visual and

auditory design for helping traders detect patterns

and predict stock market direction. Their basic moti-

vation for designing a multi-sensory display was to

widen the computer-human bandwidth, which is

slightly different than our approach: we aim at pro-

viding more control capabilities to managers and

executives.

Integrating business intelligence with knowledge

management has also been the target of some re-

searchers. Cody et al. (2002) present their concept of

BIKM, systems that blend BI with Knowledge Man-

agement capabilities and describe two tools that we

have developed to explore their approach – eClassi-

fier, which performs text analysis, and Sapient,

which integrates data and text through an OLAP-

style interaction model.

Attesting the importance of providing managers

with a real-time environment for monitoring and

controlling the enterprise, Sayal and colleagues

(2002) present the Business Process Cockpit (BPC),

a tool that supports real-time monitoring, analysis,

and management of business processes. The BPC

was developed after the analysis of requirements for

this class of tools. Sayal et al. (2002) identified that

it is essential that users can quickly and easily ana-

lyze business-level indicators. Enabling a way for

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131

business users to easily define and extract business-

level metrics from execution data, however, meant

only “without writing any code”. In the user-

centered Eagle approach, we do not aim at providing

means to let the user determine the best reports or

the desired visualizations without having to write

code, but instead to provide a tool with proven visu-

alization techniques

Finally, advocating how the usability issues

should be considered in the design of Data Mining

tools, Berzal (2003) proposes to integrate diverse

tools into a framework which should be kept coher-

ent and simple from the user's point of view. The

focus “is usually on complex algorithmic techniques

whose influence is minor when it comes to users’

acceptance of the systems we build” (Berzal, 2003).

4 THE EAGLE SYSTEM

In this section, we will describe both the architecture

and the user interface of the Eagle system.

4.1 Architecture

The main framework structure is composed by three

main components:

– the multiple control sites on the top of Fig. 2,

– the main server structure on the middle of Fig. 2,

– and the client interfaces on the bottom of Fig. 2

(including possible interactive shop windows).

Figure 4: The Eagle system architecture.

Control Points. The multiple control points can

be defined as workstations, points of sales (POS) or

business sites. Each of these places is a piece of a

network that is aggregated and controlled by Eagle

as one. Each site incorporates a set of IP Network

Cameras and a database with information about the

control point. This information is usually created

and maintained by a local operational system (like

stock management systems or POS). The databases

used in these sites can a have different structure and

brand (although MS SQL is very common, small-to-

medium enterprises often recur to less sophisticated

solutions, like MS Access databases or even Excel

files which are stored locally).

Main Server Structure. The main server struc-

ture includes a minimum of two servers: a MySQL

5.0 database server and an OSFlash Red5 server

(OSFlash Red5, 2006) using the Real-Time Messag-

ing Protocol (RTMP). The MySQL server gathers

data from the control sites and compiles them into

statistical information for the graphical client inter-

face. The gathering of this information is triggered

by the Eagle/Fox clients. The Red5 server awaits

broadcast connections from the control points and

transmits video/voice streaming data to the clients

upon request.

Eagle Client. The Eagle client communicates

with the MySQL server for online data information

and the Red5 server for the media streaming data.

The clients are responsible for managing the online

and offline control points, requesting information

directly to the control point on a minimal basis.

It is assumed that the control points have a dy-

namic IP configuration, so the clients only now the

current IP of the control site after it has logged on to

the Red5 server.

Figure 4 also shows an aspect not yet imple-

mented, but which seems promising: coupling an

interactive shop window (or a touch-screen inside

the shop) to the system could provide the business

user with detailed information about the most popu-

lar products, e.g. the ones most browsed, and during

what times of the day. Regardless of that extra as-

pect, the system is very flexible regarding hardware

requirements: one can use low resolution, USB web-

cams or high resolution wireless IP cams. Any busi-

ness manager with an Internet connection can use

Eagle both as a data visualization tool and as a sur-

veillance system.

4.2 Eagle’s User Interface

The main interface framework is shown in Figure 5

and can be divided in four distinct displays: (1) the

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main screen on the left, (2) the right top screen, (3)

the right middle screen, (4) and the right lower

screen. The main framework was developed on

Adobe Flex (Adobe, 2006a) technology. It allowed

us to rapidly develop sparkline charts using the

Chart components, which are usable and easily ex-

tended. It also allowed us to integrate the Red5 live

stream server technology. Also, and because it’s

based on the Flash Player (Adobe, 2006b), resizing

and reuse are simplified, since Flash is vector-based.

Figure 5: A screenshot from the Eagle system.

Main Screen. The main screen enhances the

functionality of one of the three screens on the right

upon selection. If the user selects one of these right

screens, the selected screen is enlarged on the left

main screen with extra functionality options. In Fig-

ure 5, the selected screen is the top right screen,

enlarged in the left main screen. This is a way of

supporting smooth workstyle transitions: the user

may be interested in visualizing live video from one

or more business sites, then rapidly check the spar-

klines to obtain information about net sales or gross

profit from those sites. And if he/she wishes to go

further in detail, then by clicking at the sparklines,

the enhanced view shows in-detail, highly interac-

tive charts.

Right Top Screen. This is the media screen

which incorporates the video and voice functional-

ities. The business site camera view can be selected

in the dropdown box and then shown to the user.

Volume control is also accessible plus an option to

directly call the fixed network telephone line of the

control site.

Right Middle Screen. The statistics screen

shows online data of the selected business site. The

selected business site is the same as the one selected

in the media screen (right top screen). The shown

statistics can include net sales, gross margin, gross

profit, etc. The temporal interval can be selected by

the user through a drop down box in this screen.

This temporal navigation is also aimed at supporting

workstyle transitions (in this case, going smoothly

back and forth in the time dimension).

Right Lower Screen. The control map screen is

used to visualize all the business sites in the network

and to highlight the selected one. Online and offline

sites are presented with differentiated colors. This

screen can be used to select another control point.

The interface functionality can be described by

three main views: (1) the Site Map view, (2) the

Cam View and the (3) Metrics View.

The Cam View. This view is shown to the user

when the right top screen is selected (the media

screen), enhancing with a slide effect to the main

screen (as Figure 5 shows). The main screen incor-

porates the same options as in the right top media

screen, plus a recording functionality.

The Metrics View. This view includes metric

comparing functionalities in time and space – be-

tween sites and across different seasonal time sets.

The Metric view is enable when the right middle

screen is selected, enhancing to the main screen

(whit a sliding effect) the statistics from the cur-

rently selected business site. The main purpose for

this view is to generate intelligent information to

make decisions.

The Site Map View. This view is the default

view when launching the Eagle application. It shows

in the main screen an enhanced and more detailed

map with the business sites in a particular area. If a

particular area is selected in the right lower screen,

then that area is enhanced in detail in the main

screen.

4.3 Stock Management Systems

Synchronization

The MySQL Data Warehouse (DW) retains all up-

dated information about all business sites in a uni-

form matter. So the data warehouse is synchronized

with the databases in the control points following a

data synchronization strategy which is outside the

scope of this paper.

As it is, the information update is triggered by

the client application (Eagle) retrieving daily infor-

mation from the main data warehouse. Then, if an

information updated is needed in the DW, the con-

trol points data servers shall be contacted first to

request the needed information and then stored in a

uniform way in the main MySQL data warehouse

server. To display this information, the application

clients should access directly the main server.

The main data warehouse keeps track of the last

update dates in order to automatically decide when

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133

to request an update from the control points. The

time frame between updates is a configurable vari-

able.

Since the control points have a dynamic IP con-

figuration, each client should retrieve the online data

servers IP addresses from the Red5 server on which

they are all connected.

4.4 VoIP Connection to the Local

Phone Network

For the local phone network connection, a partner-

ship with an existing global VoIP service company

can be enabled – (example companies like Skype or

Voipbuster). An interface component was created to

facilitate the Eagle client interface with the partner

company system communication protocol.

The Eagle user is able to use the interface as eas-

ily as the partner company’s original application

client.

Any information about the user logins and pass-

words relating the VoIP service is hidden from the

user in the Eagle application. Such configurations

should only be made on an administrator level.

5 PRINCIPLES FOR BI TOOLS

“Everyone spoke of an information overload, but what

there was in fact was a non-information overload.”

Richard Saul Wurman, What-If, Could-Be (Philadel-

phia, 1976), quoted by E. Tufte.

Following the inspiration of Tufte’s principles

(Tufte, 2006), and after the design of the Eagle sys-

tem, we reflected upon the approach and gathered a

set of principles that should help guide the design of

new BI tools.

Maximize the data-clicks ratio. Also maximize

the data-pixels ratio, within reason. Current BI tools

suffer from usability problems since the number of

mouse-clicks required to achieve a desired visualiza-

tion is too large. Thus tools should be designed in an

essential way that doesn’t penalize the user for ex-

ploring or visualizing the maximum amount of data

as possible.

Erase non-enterprise data user interface com-

ponents. All the information needed to accomplish

the business decision and control tasks should be

available in a WYGIWYN manner (What You Get

Is What You Need). As one can see through the

screenshot of Figure 5, only the relevant interface

elements are shown, e.g. the controls for configura-

tion of the control points’ network like phone num-

bers, metrics from the company’s scorecard, data-

base parameters, all of these are hidden from the

business executive user. Of course the system is

fully customizable and adaptable to any small-to-

medium organization, but the details for that cus-

tomization only appear in the relevant screens.

Integrate enterprise data from several sources

and from several media. Tufte’s principle for the

display of quantitative data, which preaches the in-

tegration of evidence from multiple sources, of mul-

tiple nature (e.g. tables, diagrams integrated with

images, etc.) should also be applied to the design of

interfaces for visualization of business information,

like modern BI tools. One way to achieve this is

proposed in the Eagle system: information about the

most browsed (the most visualized) products in the

interactive shop window is sent to the tool, and the

business executive can see a sparkline or table about

the products which were most seen by shoppers.

This doesn’t have to be implemented in a sophisti-

cated large interactive shop window. A simple

touch-screen or conventional LCD (with a mouse

attached) placed inside the store can invite potential

clients and gather important marketing information.

Show multivariate, multimedia data. This prin-

ciple is also based on Tufte’s. BI tools should com-

bine live video/audio streams from the relevant

business sites with charts, tables and maps of the

company or organization at stake. Providing the user

with a full, high-quality picture of the business is

essential to increase the level of acceptance of BI

tools.

In the Eagle system, financial information like

net sales, gross profit or the top 5 products is shown

alongside with live images of the selected stores.

Geographical information is also shown in the map

view. The aim is not only to integrate information

from various sources, but also to show the integrated

data, whether it’s a video stream, a table of numeric

data, or a set of sparkline graphics.

Provide cross-media ways to control the enter-

prise at stake. Knowledge is useless without a

means of action according to the knowledge. Eagle’s

button for calling up someone through the local

phone network allows the user not only to control

the business but also to act (e.g. ask why there’s so

many clients observing a product, ask to change the

location of a given product or set of products). BI

ICEIS 2007 - International Conference on Enterprise Information Systems

134

tools should be designed not only to show business

information but also to provide means of action.

6 CONCLUSIONS

In this paper, we have shown some design and pro-

gramming details about a new tool called Eagle. We

also presented some design ideas that we applied in

the design of this system. Our research goal is not to

create a sound theory, but instead to provide a proof-

of-concept tool that illustrates some useful ideas

aimed at BI tools’ development. Industrial designers

need practical guidance, not canned solutions: pro-

viding them with adequate design ideas and exam-

ples is therefore an important research objective.

The implementation of the tool is in touch with

the definition of a BI tool, since it is easily coupled

with a web-based interface that is currently being

extended to support data-mining issues, balanced

scorecards and similar tools. A thorough evaluation

of Eagle is being planned, using collaborative us-

ability inspections (Constantine and Lockwood,

1999) as well as formal, quantitative methods. This

will probably shed more light into how business

managers actually use a tool like Eagle.

One of the limitations of our approach is that it

was designed specifically for small-to-medium en-

terprises. However, this class of companies consti-

tutes the vast majority of Portugal’s business organi-

zations, and some of the principles we advocate here

are essentially general design principles. Future

work could include a study on the scalability of our

tool and design ideas.

Future work also includes gathering information

from interactive shop windows into the Eagle appli-

cation. This could allow the visualization and com-

parison of net sales data with the most browsed

products. Another interesting line of research is re-

lated to empirical studies of this kind of BI tools.

With the predictable increase in the dissemination

and usage of this class of systems, effort should be

devoted to usability studies that could shed light into

how they are actually used, and that could bring new

insight into the development of modern BI tools.

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