PRIMEAU, VincentFRANCIA, VincenzoZHANG, MickHUI Tsz Yan, Pansy

SustainableIdentity, Access,and Well-being.

Interaction DesignAdvisor: Visiting Professor, Eli Blevis.THE HoNG KoNG PolYTECHNIC SCHool oF DESIGN

TOPIC

SECURITYGUIDANCE

&

INTRODUCTION

In today’s banking services, both online or offline, we have noticed a prev-alent sense of helplessness and confusion. There has been many custom-er service horror stories on the hour-long waits and endless call transfers when it comes to banking inquiries. Very often, we are left feeling helpless if we come across a banking issue and/or inquiry and no customer service representative can be reached. And even if they can be reached, they tend to make you feel stupid for not having the “basic” knowledge of, let’s say, registering for an online banking account or password retrieval. Reading the FAQ or talking to an automated service center feels like talking to a wall; we tend to feel blocked off and wish that our private and confidential in-formation is handled by a trained professional. We feel more secured when these professionals are the ones making adjustments to our banking needs instead of relying on our own limited knowledge of the system.

Despite the fact that most banking processes, online or automated, are gen-erally straight-forward and cover the needs of daily banking, there are also many unique instances that are outside the realm of normal banking proce-dures and require consultation. Online and automated banking are not able to provide personalized services. Moreover, the internal terminology can be intimidating.

Issue

We hope to alleviate this confusion and frustration involved with self-bank-ing procedures. We want to induce a sense of security and guidance so that people could feel confident being “in the driver’s seat” by being informed and by having comfortable control over their banking.

Inspired by how the parent assists their child’s first step into banking as they share a joint bank account, we want to preserve this sense of guidance that will follow the bank account holder throughout the banking process.

Design Opportunity

MAP OF SERVICES

From the top of our heads, we briefly mapped out common banking services,clients, and the mediums in which these information are presented.

WORKSHOP

WHOPeople with a solo bank account with experiences in using both online and offline banking services

WHATTo identify the kind of emotional attachment towards self-banking services

WHENAnytime

WHEREAnywhere

WHYThe colours, expressions, and meanings found from cut-out images and phrases are representations of how these individuals see self-banking services as. It helps us dis-cover what people are comfortable and/or not comfortable with.

HOWPaper, scissors, glue/tape, and magazine for 7-10 people

Behavioural Collage

WORKSHOP

THE KIT

PENCIl CRAYoNS :to draw/modify cutouts

SCISSoRS

ColoURED PAPER :interviewees could choose a

background colour of their choice(full control over their outcome)

WoRDS + IMAGES :that associate banking

(above) Packaged workshop kits

(right) Workshop contents

WORKSHOP

THE METHODOLOGY

Our Roles

INTERVIEWER :· Explaining the process of the interview· Delivering the content of the interview by writing down notes· Answering inquiries regarding interview

oBSERVER :· Taking behavioural notes from a distance, away from the interviewing process, of the general physical or emotional aspects of the interview process

PHoToGRAPHER :· Documenting the workshop, the interviewer and participant

PARTICIPANT

INTERVIEWER

PHoToGRAPHER

oBSERVER

WORKSHOP

THE METHODOLOGY (cont’d)

We have created a template for our interview process:

Introduct ion

Explanation of what would be expected of the participant of the workshop and how would their participation help us reach our design goal.

Explorat ion

Giving the participant 5 minutes to explore and to touch the different items given in the workshop kit.

Quest ions

Participants are welcomed to inquire about the process, items, topic, etc.

Workshop

Participants will create their collage, while the interviewer will take notes, the photographer will take documentation photos, and the observer will take additional notes from a distance.

1.

2.

3.> “How did you feel about this workshop?”

> “Please express what is ‘well-being’ and if, in your opinion, it relates to your experiences from any kinds of financial services.”

Post-Workshop Quest ions

4.

5.

WORKSHOP

SAMPLE WORKSHOP “PROFILING”

Persona

· Internship at HKPU’s Department of Accounting & Finance · Business student from New York

Physiological / Psychological Observat ions

· Tendency to converse with the interviewer· Small movements that hint nervousness· Repeated questions, seaking for approval from interviewer· Thinks of Hong Kong as a dirtier and more money-ori- ented version of New York· NY and HK as equally busy· He’s a very clean person- dresses in a professional manner. He also used as little glue as possible, and was wary of touching glue and getting it in his hands.· Cut-out words placed in each corner - very systematic and organized.

Expressions about this workshop

· “Well-being” of a financial service is based on how everything gets approved smoothly and easily. He left out the “investment” part of banking because he is not big on the notion of “investment.”

Workshop Observat ions

WORKSHOP

COLLAGE COLLECTION

WORKSHOP

COLLAGE COLLECTION (cont’d)

WORKSHOP

TABLE OF DATA COLLECTED

Background Colour(s)

Colour(s)

Image(s)

Altered Image(s)

Word(s)

Altered Word(s)

1 2 3 4 5 6 7 8

Cumulative Visual DataTable

blue green green green blue blueyellow yellow

blue purple - blue, red, green

purple - pencil purple

piggy bank, check, hand

piggy bank, safe, counter, ATM,iphone

ATM, mail, phone, man

piggy bank, ATM, safe

woman, loc-ker, counter, police, safe, ATM, laptop

bank,ATM

ATM, money, piggy bank, woman, hand, man, !

man, woman

- - - - - -

- - - -

all images linked

woman, man, pig

convenience, safety, secure, personal, privacy

young, plan-ning, future, customer, ser-vice, privacy, convenience

ATM, confu-sion

personal, res-pect, money, banking, safe, secure, time

privacy, respect, convenience, confusion

money, savings, investments

banking, money

money, invest-ments, personal, secure, banking, future, guide

convenience, guidance

exchangerate, inform.

- money

WORKSHOP

GENERAL OBSERVATIONS

After the evaluation of the visual results shown from our work-shop, it is safe to say there is a strong emphasis on financial se-curity, which is mostly represented with obvious signage (words, drawings, images, etc.). Although there is no evidence of them feeling a lack of privacy, there is also a certain concern expressed by the overusage of the word.

Most people used this workshop as an opportunity to express the idea of a “good” service, not necessarily in its actual state but mostly as an ideal.

In terms of technology, the ATM was largely represented as the sole mean of banking, disregarding the human presence as being part of the process. Effectively, most participants have shown in their work that human presence is understood as being clientele only.

There is a growing confusion surrounding the actual banking pro-cess and services, which is an interesting find. There seems to be some understanding of what would constitute a “good” finan-cial service or institution, but very little insight on what would be their frustrations regarding their present banking institution. As designers, we see that there is a lack in understanding the idea of exchange and wellness surrounding banking. Process of our data collection.

WORKSHOP

EVALUATION

ADVANTAGES DISADVANTAGES

· Offers a visual experience of people’s thought process

· Direct appreciation of the subject’s thought process

· Casual approach to a serious topic; people felt free to express

· Words, images, colours, and even the placement of each cut- out is a possible representation towards their expression of financial services/institutions

· Poetic and not “cold” and technical- more in touch with human emotions

· Limitations (time, skills, language) can make it difficult for some people to express fully

· Most participants expressed that the amount of images were either insufficient or does not accurately express their thought towards financial services/institutions

· Difficult to control every aspect, like the interview environment or even the mood of the participant

· Difficult to ask people to participate because of the lengthy process in comparison to surveys/questionnaires

THE NEXT STEPS

For the upcoming steps, we plan to :

/ Conduct the workshop

/ Evaluate the effectiveness of the workshop and see if we need to conduct an additional workshop for other behavioural or appearance aspects

/ Let our research drive the medium of our design concept (website, mobile app, etc.)

/ Brainstorm concepts (simple concept sketches) and finalize one

/ Task flow / Information mapping / Human scenarios

/ Behavioural prototypes with observation

/ Appearance prototypes

/ Final concept