What You See Is What You (Can) Get? Designing for Process Transparency in Financial Advisory Encounters

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.
Type de document :
Communication dans un congrès
Pedro Campos; Nicholas Graham; Joaquim Jorge; Nuno Nunes; Philippe Palanque; Marco Winckler. 13th International Conference on Human-Computer Interaction (INTERACT), Sep 2011, Lisbon, Portugal. Springer, Lecture Notes in Computer Science, LNCS-6946 (Part I), pp.277-294, 2011, Human-Computer Interaction – INTERACT 2011. 〈10.1007/978-3-642-23774-4_24〉
Liste complète des métadonnées

Littérature citée [21 références]  Voir  Masquer  Télécharger

https://hal.inria.fr/hal-01590577
Contributeur : Hal Ifip <>
Soumis le : mardi 19 septembre 2017 - 16:59:44
Dernière modification le : mercredi 20 septembre 2017 - 14:50:48

Fichier

978-3-642-23774-4_24_Chapter.p...
Fichiers produits par l'(les) auteur(s)

Licence


Distributed under a Creative Commons Paternité 4.0 International License

Identifiants

Citation

Philipp Nussbaumer, Inu Matter. What You See Is What You (Can) Get? Designing for Process Transparency in Financial Advisory Encounters. Pedro Campos; Nicholas Graham; Joaquim Jorge; Nuno Nunes; Philippe Palanque; Marco Winckler. 13th International Conference on Human-Computer Interaction (INTERACT), Sep 2011, Lisbon, Portugal. Springer, Lecture Notes in Computer Science, LNCS-6946 (Part I), pp.277-294, 2011, Human-Computer Interaction – INTERACT 2011. 〈10.1007/978-3-642-23774-4_24〉. 〈hal-01590577〉

Partager

Métriques

Consultations de la notice

61

Téléchargements de fichiers

10