Documenting consumer banking experience research in China

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

Documenting consumer banking experience research in China

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

Research output: Contribution to conference › Paper

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

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 17 Partnerships for the Goals

Keywords

Financial
Remote research
Methodology
Ethnography
HCI
Mobile diary
Consumer experience

Access to Document

https://cavi.au.dk/fileadmin/user_upload/Jocelyn_Sie__Graham_Johnson__Wei_Eng_Koh___Shamil_Zainuddin__Documenting_Consumer_Banking_Experience_Research_In_China.pdf

Cite this

@conference{1fa4b841d4aa4f2a81430cfcb6f685ca,

title = "Documenting consumer banking experience research in China",

abstract = "We describe documenting a research project by NCR, in collaboration with one of China{\textquoteright}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.",

author = "Jocelyn Sie and Graham Johnson and Koh, \{Wei Eng\} and Shamil Zainuddin",

year = "2016",

month = jun,

day = "5",

language = "English",

note = "DIS{\textquoteright}16 Workshop : Documenting design research processes ; Conference date: 05-06-2016 Through 05-06-2016",

url = "https://cavi.au.dk/research-areas/ddrp/",

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TY - CONF

T1 - Documenting consumer banking experience research in China

AU - Sie, Jocelyn

AU - Johnson, Graham

AU - Koh, Wei Eng

AU - Zainuddin, Shamil

PY - 2016/6/5

Y1 - 2016/6/5

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 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.

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 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.

M3 - Paper

T2 - DIS’16 Workshop

Y2 - 5 June 2016 through 5 June 2016

ER -

Documenting consumer banking experience research in China

Abstract

Workshop

UN SDGs

Keywords

Access to Document

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Cite this