There are numerous examples of the use of visualization of events and processes within the field of Information Systems. Rich pictures are used in soft systems methodology (SSM), images of event-driven chain models are used in process modeling, etc. This paper focuses on the use of generic visualization methods in action case research. In action case research, the researcher balances between interpretation of qualitative data and intervention to solve the problem of the research partner. Two kinds of results are expected: conceptual results, as in describing expected events or expected functionality, and concrete results, as in taking action in some problem-solving context. The questions raised in this paper are:

• What are the benefits of using visualization as a tool for building shared interpretations and mutual understandings between researchers and practice in action case research settings?

• How can visualization activities in small and medium-sized enterprises (SMEs) contribute to bridging the gap between conceptual and concrete levels of results?

In this paper we present empirical findings from an action case research project. Flower Systems Ltd. is a software company that has developed a document handling system (ISOX) especially designed to meet the needs of social services in local governments. The concrete result of the collaboration is a more user-friendly, redesigned version of ISOX based on the use of different visualization techniques. The conceptual result is a proposed model for using visualization when balancing between interpretation and intervention.