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.
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 language | English |
|---|---|
| Number of pages | 4 |
| Publication status | Published - 5 Jun 2016 |
| Externally published | Yes |
| Event | DIS’16 Workshop: Documenting design research processes - Gardens Point Campus, Queensland University of Technology, Brisbane, Australia Duration: 5 Jun 2016 → 5 Jun 2016 https://cavi.au.dk/research-areas/ddrp/ |
Workshop
| Workshop | DIS’16 Workshop |
|---|---|
| Country/Territory | Australia |
| City | Brisbane |
| Period | 5/06/16 → 5/06/16 |
| Internet address |
Keywords
- Financial
- Remote research
- Methodology
- Ethnography
- HCI
- Mobile diary
- Consumer experience
