Why do you ask all those questions? Supporting client profiling in financial service encounters

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dc.contributor.authorKilic, Mehmet
dc.contributor.authorDolata, Mateusz
dc.contributor.authorSchwabe, Gerhard
dc.date.accessioned2016-12-29T01:46:26Z
dc.date.available2016-12-29T01:46:26Z
dc.date.issued2017-01-04
dc.description.abstractClient data is key to provide personalized services and products. Therefore, banks go through great efforts to profile their clients during financial advisory service encounters. Since traditional pen-and-paper profiling does not satisfy the banks’ needs, they strive to digitalize this activity. This paper offers joint profiling as a solution: The advisor and the client jointly create a client’s profile using a shared display. However, test clients provided a mixed response to a first joint profiling prototype. They wondered, why the bank needs all this information. In a second iteration, joint profiling was augmented by task awareness, i.e., linking all profiled information to the client's goal. This task aware joint profiling was far better accepted by the clients. This paper offers research insights on the role of profiling in face-to-face advisory service encounters, on its acceptance by the clients, and on design principles for digital profiling in financial service encounters.
dc.format.extent10 pages
dc.identifier.doi10.24251/HICSS.2017.572
dc.identifier.isbn978-0-9981331-0-2
dc.identifier.urihttp://hdl.handle.net/10125/41734
dc.language.isoeng
dc.relation.ispartofProceedings of the 50th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectadvice-giving scenario
dc.subjectclient profiling
dc.subjectdesign science research
dc.subjectfinancial advisory services
dc.subjecttask awareness
dc.titleWhy do you ask all those questions? Supporting client profiling in financial service encounters
dc.typeConference Paper
dc.type.dcmiText

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