Documenting consumer banking experience research in China

Jocelyn Sie, Graham Johnson, Wei Eng Koh, Shamil Zainuddin

Research output: Contribution to conferencePaper


We describe documenting a research project by NCR, in collaboration with one of China’s biggest banks, to understand the banking and financial experiences of consumers in China. The process focuses on collecting stories and quotes from our mobile diary participants as well as fieldwork interviews with both customers and staff. Our objective was to understand the lived
realities of these end-consumers and front-end service providers, encouraging empathy and more consumercentric solutions. The research also contributed to design concepts targeting improvements in consumer experience.
Original languageEnglish
Number of pages4
Publication statusPublished - 5 Jun 2016
Externally publishedYes
EventDIS’16 Workshop: Documenting design research processes - Gardens Point Campus, Queensland University of Technology, Brisbane, Australia
Duration: 5 Jun 20165 Jun 2016


WorkshopDIS’16 Workshop
Internet address


  • Financial
  • Remote research
  • Methodology
  • Ethnography
  • HCI
  • Mobile diary
  • Consumer experience


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