Recent research has shown that financial advisory encounters can successfully be supported with IT-artifacts. Tabletop scenarios, for example, can increase the transparency of the advisory process for customers. However, we have also had the experience that the relationship quality as experienced by customers can suffer severely when IT-artifacts are introduced. Based on these experiences, we developed guidelines for both, the artifact-design itself as well as for the environment in order to avoid this effect, and implemented them in one of our prototypes. The evaluation reveals that these measures proved to be effective. With the reported study, we seek to enhance our design knowledge of IT-supported advisory scenarios with a special focus on relationship building. In a larger context, we argue that the use of IT during sensitive face-to-face encounters will be of growing significance in the future but, as yet, is hardly understood. We make a contribution in this area with our generic requirements, design principles and evaluation. ABSTRACTRecent research has shown that financial advisory encounters can successfully be supported with IT-artifacts. Tabletop scenarios, for example, can increase the transparency of the advisory process for customers. However, we have also had the experience that the relationship quality as experienced by customers can suffer severely when IT-artifacts are introduced. Based on these experiences, we developed guidelines for both, the artifactdesign itself as well as for the environment in order to avoid this effect, and implemented them in one of our prototypes. The evaluation reveals that these measures proved to be effective. With the reported study, we seek to enhance our design knowledge of IT-supported advisory scenarios with a special focus on relationship building. In a larger context, we argue that the use of IT during sensitive face-to-face encounters will be of growing significance in the future but, as yet, is hardly understood. We make a contribution in this area with our generic requirements, design principles and evaluation.
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In this article, we report on design insights found during the evaluation of an innovative ITartifact to support financial service encounters. Relating to previous work in this field, we carefully designed the artifact to omit any visualization and enforcement of rigid process structures, as those had turned out to be harmful. Our main design element was a mind-map-like content hierarchy to capture the client's situation. Surprisingly, we noticed that both clients and advisors talked about every information item visible on the screen just for the sake of completeness. They also followed a sequential process apparently inferred from the content hierarchy. We call this phenomenon "coercing into completeness". This phenomenon negatively influences the conversation between client and advisor inducing shorter discussion units and sudden, incomprehensible topic shifts. This article contributes an exploration of this phenomenon and its effects on the collaborative setting. ABSTRACTIn this article, we report on design insights found during the evaluation of an innovative IT-artifact to support financial service encounters. Relating to previous work in this field, we carefully designed the artifact to omit any visualization and enforcement of rigid process structures, as those had turned out to be harmful. Our main design element was a mind-map-like content hierarchy to capture the client's situation. Surprisingly, we noticed that both clients and advisors talked about every information item visible on the screen just for the sake of completeness. They also followed a sequential process apparently inferred from the content hierarchy. We call this phenomenon "coercing into completeness". This phenomenon negatively influences the conversation between client and advisor inducing shorter discussion units and sudden, incomprehensible topic shifts. This article contributes an exploration of this phenomenon and its effects on the collaborative setting.
One central goal of design science research (DSR) is to generate, extract and communicate knowledge about the design of an artifact. Design sci-ence researchers ultimately strive to contribute knowledge in the form of mature design theories; mere descriptions of the artifacts are not regarded as sufficient contributions to knowledge anymore in scholarly publications. There is an increasing body of guidelines on how to produce and publish mature design theories. However, not every research project is in that state. To publish intermediate results (i.e. nascent theories), only general, abstract publication schemes can be found in the recent literature making it difficult to publish design knowledge at that intermediate level. In this paper, we contribute an extension of an exist-ing publication scheme, tailored towards the publication of such intermediate, work in progress design knowledge in the form of prescriptive design principles. This scheme was designed with respect to the complexity of today's information systems IT artifacts. To demonstrate the scheme's applicability, we will apply it to one of our recent scholarly publications in the CSCW area. We argue that this publication scheme extension will help to communicate design knowledge in earlier project stages, which allows a faster feedback to the knowledge base that will enable a broader community to participate in the "search process" for an optimal design solution. Abstract. One central goal of design science research (DSR) is to generate, extract and communicate knowledge about the design of an artifact. Design science researchers ultimately strive to contribute knowledge in the form of mature design theories; mere descriptions of the artifacts are not regarded as sufficient contributions to knowledge anymore in scholarly publications. There is an increasing body of guidelines on how to produce and publish mature design theories. However, not every research project is in that state. To publish intermediate results (i.e. nascent theories), only general, abstract publication schemes can be found in the recent literature making it difficult to publish design knowledge at that intermediate level.In this paper, we contribute an extension of an existing publication scheme, tailored towards the publication of such intermediate, work in progress design knowledge in the form of prescriptive design principles. This scheme was designed with respect to the complexity of today's information systems IT artifacts. To demonstrate the scheme's applicability, we will apply it to one of our recent scholarly publications in the CSCW area. We argue that this publication scheme extension will help to communicate design knowledge in earlier project stages, which allows a faster feedback to the knowledge base that will enable a broader community to participate in the "search process" for an optimal design solution.
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