Documenting consumer banking experience research in China

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

Research output: Contribution to conferencePaper

Abstract

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
https://cavi.au.dk/research-areas/ddrp/

Workshop

WorkshopDIS’16 Workshop
CountryAustralia
CityBrisbane
Period5/06/165/06/16
Internet address

Fingerprint

Banking
China
Diary
Staff
Service provider
Targeting
Front-end
Consumer experience
Empathy

Cite this

Sie, J., Johnson, G., Koh, W. E., & Zainuddin, S. (2016). Documenting consumer banking experience research in China. Paper presented at DIS’16 Workshop, Brisbane, Australia.
Sie, Jocelyn ; Johnson, Graham ; Koh, Wei Eng ; Zainuddin, Shamil. / Documenting consumer banking experience research in China. Paper presented at DIS’16 Workshop, Brisbane, Australia.4 p.
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Sie, J, Johnson, G, Koh, WE & Zainuddin, S 2016, 'Documenting consumer banking experience research in China', Paper presented at DIS’16 Workshop, Brisbane, Australia, 5/06/16 - 5/06/16.

Documenting consumer banking experience research in China. / Sie, Jocelyn; Johnson, Graham; Koh, Wei Eng; Zainuddin, Shamil.

2016. Paper presented at DIS’16 Workshop, Brisbane, Australia.

Research output: Contribution to conferencePaper

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T1 - Documenting consumer banking experience research in China

AU - Sie, Jocelyn

AU - Johnson, Graham

AU - Koh, Wei Eng

AU - Zainuddin, Shamil

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N2 - 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 livedrealities 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.

AB - 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 livedrealities 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.

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Sie J, Johnson G, Koh WE, Zainuddin S. Documenting consumer banking experience research in China. 2016. Paper presented at DIS’16 Workshop, Brisbane, Australia.