Current information exploration models present low-level features or technical aspects related to the paradigm used to generate results. While this may increase transparency, it does not help the user form a personal opinion about items because it does not describe the overall experience with them. In order to address this issue, we propose the INTERactivE viSualizaTion model (INTEREST) that supports the exploration and analysis of search results by means of a graphical representation of consumer feedback aimed at making the user aware of the service properties in all the stages of fruition, focusing on the data that is most relevant to her/him. INTEREST is based on the Service Journey Maps for the design and description of user experience with services. We applied it to the home booking domain by developing the Apartment Monitoring application that supports overviewing and analyzing online reviews about rented homes. In a user study, we compared the decision-making support provided by our application with that of a baseline model that enables a temporal filtering of consumer feedback. We found out that Apartment Monitoring outperforms the baseline in user experience, user awareness of item properties, and user control during the interaction with the system. In particular, according to the participants of the study, Apartment Monitoring describes the expectations about the homes and it supports their selection in a more effective way than the baseline. These findings encourage moving from a low-level description of item properties to a service-oriented one in order to improve users’ decision-making capabilities.

中文翻译：

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用于决策的项目的服务感知交互表示

当前的信息探索模型展示了与用于生成结果的范例有关的低级功能或技术方面。虽然这可能会增加透明度，但是由于它不能描述项目的整体体验，因此不会帮助用户形成关于项目的个人意见。为了解决此问题，我们提出了一种交互可视化模型（INTEREST），该模型通过对消费者反馈的图形表示来支持对搜索结果的探索和分析，旨在使用户了解实现各个阶段的服务属性，重点关注与她/他最相关的数据。INTEREST基于“服务旅程地图”，用于设计和描述用户对服务的体验。通过开发支持监视和分析有关租用房屋的在线评论的Apartment Monitoring应用程序，我们将其应用到了房屋预订领域。在用户研究中，我们将应用程序提供的决策支持与能够对消费者反馈进行时间过滤的基线模型进行了比较。我们发现，在与系统交互期间，Apartment Monitoring的性能优于基线，包括用户体验，用户对项目属性的了解以及用户控制。特别是，根据研究的参与者，公寓监控描述了对房屋的期望，并以比基准更有效的方式支持房屋的选择。