%0 Conference Proceedings
%T What You See Is What You (Can) Get? Designing for Process Transparency in Financial Advisory Encounters
%+ Institute of Mathematics University of Zurich
%A Nussbaumer, Philipp
%A Matter, Inu
%Z Part 2: Long and Short Papers
%< avec comité de lecture
%( Lecture Notes in Computer Science
%B 13th International Conference on Human-Computer Interaction (INTERACT)
%C Lisbon, Portugal
%Y Pedro Campos
%Y Nicholas Graham
%Y Joaquim Jorge
%Y Nuno Nunes
%Y Philippe Palanque
%Y Marco Winckler
%I Springer
%3 Human-Computer Interaction – INTERACT 2011
%V LNCS-6946
%N Part I
%P 277-294
%8 2011-09-05
%D 2011
%R 10.1007/978-3-642-23774-4_24
%K process transparency
%K collaboration
%K advisory
%K tabletops
%Z Computer Science [cs]Conference papers
%X 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.
%G English
%Z TC 13
%2 https://inria.hal.science/hal-01590577/document
%2 https://inria.hal.science/hal-01590577/file/978-3-642-23774-4_24_Chapter.pdf
%L hal-01590577
%U https://inria.hal.science/hal-01590577
%~ IFIP-LNCS
%~ IFIP
%~ IFIP-TC13
%~ IFIP-INTERACT
%~ IFIP-LNCS-6946