Publication type: Conference paper
Type of review: Peer review (abstract)
Title: Coercing into completeness in financial advisory service encounters
Authors: Kilic, Mehmet
Heinrich, Peter
Schwabe, Gerhard
et. al: No
DOI: 10.1145/2675133.2675289
Proceedings: CSCW '15 : Proceedings of the 2015 ACM Conference on Computer Supported Cooperative Work and Social Computing
Pages: 1324
Pages to: 1335
Conference details: 2015 ACM Conference on Computer-Supported Cooperative Work and Social Computing, Vancouver, Canada, 14-18 March 2015
Issue Date: 2015
Publisher / Ed. Institution: Association for Computing Machinery
ISBN: 978-1-4503-2922-4
Language: English
Subject (DDC): 004: Computer science
Abstract: In this article, we report on design insights found during the evaluation of an innovative IT-artifact to support financial service encounters. Relating to previous work in this field, we carefully designed the artifact to omit any visualization and enforcement of rigid process structures, as those had turned out to be harmful. Our main design element was a mind-map-like content hierarchy to capture the client’s situation. Surprisingly, we noticed that both clients and advisors talked about every Information item visible on the screen just for the sake of completeness.
URI: https://digitalcollection.zhaw.ch/handle/11475/20151
Fulltext version: Published version
License (according to publishing contract): Licence according to publishing contract
Departement: School of Management and Law
Organisational Unit: Institute of Business Information Technology (IWI)
Appears in collections:Publikationen School of Management and Law

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