In sales-oriented service encounters like financial advice, the client may perceive information and interest asymmetries as a lack of transparency regarding the advisor's activities. In this article, we will discuss two design iterations of a supportive tabletop application that we built to increase process and information transparency as compared to the traditional pen and paper encounters. While the first iteration's design was "enforcing" transparency and therefore proved to be a failure , we built the second iteration on design rationales enabling more "casual" transparency. Experimental evaluations show that the redesigned system significantly increases the client's perceived transparency, her perceived control of the encounter and improves her perceived trustworthiness of and satisfaction with the encounter. With these findings, we contribute to (1) insight into the role of transparency advisory encounter design; (2) design solutions for establishing particular facets of transparency and their potential instantiations in tabletop systems; and (3) insight into the process of designing for transparency with socio-technical artifacts that are emergent as a result of design activities. In sales-oriented service encounters like financial advice, the client may perceive information and interest asymmetries as a lack of transparency regarding the advisor's activities. In this paper, we will discuss two design iterations of a supportive tabletop application that we built to increase process and information transparency as compared to the traditional pen & paper encounters.While the first iteration's design was "enforcing" transparency and therefore proved to be a failure , we built the second iteration on design rationales enabling more "casual" transparency. Experimental evaluations show that the redesigned system significantly increases the client's perceived transparency, her perceived control of the encounter and improves her perceived trustworthiness of and satisfaction with the encounter. With these findings, we contribute to (1) insight into the role of transparency advisory encounter design; (2) design solutions for establishing particular facets of transparency and their potential instantiations in tabletop systems; and (3) insight into the process of designing for transparency with sociotechnical artifacts that are emergent as a result of design activities.
Clients of investment advisory services are generally dissatisfied because of the services' lack of transparency. In general, advisors do not provide clients with transparent and detailed information on costs. Such information, however, is of much importance, since an investment portfolio's costs directly influence its effective return. In this paper, we present a design science research cycle on how cost transparency may be provided in client-advisor encounters as a feature of collaborative tabletop artifacts. We find that our cost transparent design positively influences the client's perception of the service encounter as well as its results. Not only are clients more satisfied but also do they declare increased willingness to pay for the cost-transparent service.
Abstract. In this paper, we report on a study to establish process transparency in service encounters of financial advisors and their clients. To support their interaction, we implemented a cooperative software system for tabletops, building on transparency patterns suggested by the literature. In evaluations, however, we found that our design did not improve the perceived transparency and comprehensibility. Introducing the IT artifact into advisory failed to enhance the client's overall experience and even seemed to negatively influence the client's perception of the advisory process. Using the representational guidance of depicting the process and its activities as a navigable, interactive map made clients believe that interactions with their advisor were restricted to the system's functionality, thus expecting that what they see is all they can get.
ObjectiveVery low birthweight (VLBW) infants have an increased risk of mortality and frequently suffer from complications, which affects parental occupational balance. Occupational balance is the satisfaction with one's meaningful activities, which include everyday activities that people need to, want to, and are expected to do. In contrast to work-life balance, the construct of occupational balance addresses different activities equally and it applies to all persons, regardless of whether they are working or not. Parental occupational balance might be related to parents' and VLBW infants' health. Therefore, the objective of this study was to investigate associations between parental occupational balance, subjective health, and clinical characteristics of VLBW infants.MethodsA cross-sectional multicenter study was conducted in six Austrian neonatal intensive care units. Occupational balance and subjective health of parents of VLBW infants were assessed with six self-reported questionnaires. The following clinical characteristics of VLBW infants were extracted from medical records: gestational age, birthweight, Apgar scores, Clinical Risk for Babies II Score, and complications of prematurity. Spearman's rank coefficients were calculated.ResultsIn total, 270 parents, 168 (62%) female and their VLBW infants, 120 (44%) female, were included in this study. Parents' mean age was 33.7 (±6.0) years, mean gestational age of VLBW infants was 27 + 3 (±2) weeks. Associations between parental occupational balance, subjective health, and clinical characteristics of VLBW infants were identified (rs = 0.13 – 0.56; p ≤ 0.05), such as the correlation between occupational areas (rs = 0.22, p ≤ 0.01), occupational characteristics (rs = 0.17, p = 0.01), and occupational resilience (rs = 0.18, p ≤ 0.01) with bronchopulmonary dysplasia of VLBW infants.ConclusionOccupational balance is associated with parents' and VLBW infants' health. Interventions to strengthen parental occupational balance might increase parental health and thereby also improve health and developmental outcomes of their VLBW infants.
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