Business Information Systems
What does my financial advisor do? Designing for transparency in service encounters
Gerhard Schwabe, University of Zurich
24th Nov 2011 10:30 am - Room 214/215, Economics & Business Building (H69)
In sales-oriented service encounters like financial advisory, the client may perceive information and interest asymmetries as a lack of transparency regarding the advisor's activities. In this presentation, I will discuss two design iterations of an interactive tabletop application that we built to increase process, information and cost transparency and thereby enable the client to better understand and contribute to the advisory activities. This project was developed in close collaboration with a major Swiss bank and tested with their advisors. The project is furthermore a good case of modern design research, combining methodological rigor with practical usefulness under the umbrella of user centered design.
Gerhard Schwabe is a full professor of information systems at the University of Zurich in Switzerland. He is leading a research group of 10 PhD students. His research interests bridge the areas of information management and collaboration technologies. Recent research programs have focussed on collaborative advisory, tourism communities, global software development teams and mobile learning. Currently he is starting a program on innovation and social networtk. Most of his research is design oriented and in collaboration with industry.