冷静的建议:纸笔实践数字化如何改进金融咨询的提供

IF 7.9 3区 管理学 Q1 Computer Science
Dario Staehelin, Mateusz Dolata, Gerhard Schwabe
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引用次数: 0

摘要

随着银行服务的数字化和金融科技的兴起,银行客户对提升服务体验的期望越来越高。然而,尽管有了网上银行服务,许多客户仍然偏好个人金融咨询,因为这涉及到人与人之间的互动。为满足这一需求,人们对信息技术支持的咨询服务越来越感兴趣,旨在改善客户体验,减轻顾问的认知负担。虽然以往的研究显示了咨询支持系统的积极作用,但也强调了其缺点,如不自然的互动、技术主导互动空间以及印象管理受损。本文研究了纸笔用户界面在解决咨询服务中关系/决策紧张关系方面的潜力。它通过访谈、调查和视频分析等丰富的数据集,在一项主体内研究中,与 8 位银行顾问和 24 位客户一起评估了名为 bankNotes 的人工制品的设计。研究结果表明,"银行票据 "深受顾问们的欢迎,他们既接受了现有的纸笔操作方法,也接受了该系统带来的新的操作方法。客户也从该系统中获益匪浅:使用 bankNotes 改善了客户定位、共同理解和整体服务质量。这项研究为设计咨询支持系统提供了宝贵的见解,该系统优先考虑客户满意度,并支持银行业顾问和客户的需求。
本文章由计算机程序翻译,如有差异,请以英文原文为准。

Calm Advice: How Digitalizing Pen-and-Paper Practices Improves Financial Advice-Giving

Calm Advice: How Digitalizing Pen-and-Paper Practices Improves Financial Advice-Giving

Bank clients’ expectations for enhanced service experiences have increased with the digitalization of banking services and the rise of FinTech. However, despite the availability of online banking services, many clients still prefer personal financial advice due to the personal interaction involved. There has been a growing interest in IT-supported advisory services to meet this demand, aiming to improve customer experience and reduce the cognitive burden on advisors. While previous studies have shown the positive effects of advisory-support systems, they also highlighted downsides such as unnatural interactions, technology’s domination of the interaction space, and impaired impression management. This paper investigates the potential of pen-and-paper user interfaces to resolve the relationship/decision-making tension in advisory services. It evaluates the design of an artifact called bankNotes with eight bank advisors and 24 clients in a within-subject study by drawing on a rich data set consisting of interviews, surveys, and video analysis of the encounters. The results indicate that bankNotes was well-received by advisors, who embraced both existing pen-and-paper practices and new practices facilitated by the system. The clients also benefitted from the system: using bankNotes improved customer orientation, shared understanding, and overall service quality. This research provides valuable insights into the design of advisory support systems that prioritize customer satisfaction and support the needs of both advisors and clients in the banking sector.

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来源期刊
Business & Information Systems Engineering
Business & Information Systems Engineering 工程技术-计算机:信息系统
CiteScore
11.30
自引率
7.60%
发文量
44
审稿时长
3.0 months
期刊介绍: BISE (Business & Information Systems Engineering) is an international scholarly journal that undergoes double-blind peer review. It publishes scientific research on the effective and efficient design and utilization of information systems by individuals, groups, enterprises, and society to enhance social welfare. Information systems are viewed as socio-technical systems involving tasks, people, and technology. Research in the journal addresses issues in the analysis, design, implementation, and management of information systems.
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