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What you see is what you (can) get? Designing for process transparency in financial advisory encounters


Nussbaumer, Philipp; Matter, Inu Sarah (2011). What you see is what you (can) get? Designing for process transparency in financial advisory encounters. In: INTERACT 2011, Lisbon, 5 September 2011 - 9 September 2011, 277-294.

Abstract

In this paper, we report on a study to establish process transparency in service encounters of financial advisors and their clients. To support their interaction, we implemented a cooperative software system for tabletops, building on transparency patterns suggested by the literature. In evaluations, however, we found that our design did not improve the perceived transparency and comprehensibility. Introducing the IT artifact into advisory failed to enhance the client?s overall experience and even seemed to negatively influence the client?s perception of the advisory process. Using the representational guidance of depicting the process and its activities as a navigable, interactive map made clients believe that interactions with their advisor were restricted to the system?s functionality, thus expecting that what they see is all they can get.

Abstract

In this paper, we report on a study to establish process transparency in service encounters of financial advisors and their clients. To support their interaction, we implemented a cooperative software system for tabletops, building on transparency patterns suggested by the literature. In evaluations, however, we found that our design did not improve the perceived transparency and comprehensibility. Introducing the IT artifact into advisory failed to enhance the client?s overall experience and even seemed to negatively influence the client?s perception of the advisory process. Using the representational guidance of depicting the process and its activities as a navigable, interactive map made clients believe that interactions with their advisor were restricted to the system?s functionality, thus expecting that what they see is all they can get.

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2 citations in Web of Science®
4 citations in Scopus®
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Additional indexing

Item Type:Conference or Workshop Item (Paper), refereed, original work
Communities & Collections:03 Faculty of Economics > Department of Informatics
Dewey Decimal Classification:000 Computer science, knowledge & systems
Language:English
Event End Date:9 September 2011
Deposited On:13 Feb 2012 11:54
Last Modified:07 Dec 2017 11:29
Publisher:Springer
Series Name:Lecture Notes in Computer Science
Number:6946
ISSN:0302-9743 (P) 1611-3349 (E)
ISBN:978-3-642-23773-7
Additional Information:The original publication is available at www.springerlink.com
Publisher DOI:https://doi.org/10.1007/978-3-642-23774-4_24
Related URLs:http://interact2011.org/
Other Identification Number:merlin-id:3660

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