Use case for mortgage loan application

Use case for mortgage loan application

Source publication

The commercial use of the Internet for service provision has deeply changed the environment where human-computer interaction takes place. Web interfaces are now integrated in overall service provision, and are designed for a huge and diversified set of potential users, in an uncontrolled context. With the aim of understanding customer interaction...

Context 1

... I use the Internet because it is easy, I save time, I don't have to go to a bank for a money transfer or a cash with- drawal. Woman, 54, college graduate, regular user of IB For complex, unknown, important operations -such as mortgage loans -customers prefer the personal interaction in the bank branch, which is associated with mutual knowledge, individualized attention, and professional competence of employees, which customers value in these situations, as shown in Table 7. ...

Purpose ‐ University students use web-based course registration systems to search, select, and register to courses. Despite having an important role at universities, course registration systems often pose usability problems to users. In this project, the authors assessed the usability of a web-based course registration system, proposed an improved...

For applications in HCI and sonic interaction design, the accuracy with which humans can continuously control analog sensors is investigated. The field of information theory suggests that a human together with a user interface can be modeled as a communication channel. Specifically, the Shannon-Hartley theorem implies that the channel capacity/thro...

Guidelines are recommended as a tool for informing user interface design. Despite a proliferation of guidelines in the research literature, there is little evidence of their use in industry, nor their influence in academic literature. In this paper, we explore the research literature related to mobile phone design guidelines to find out why this sh...

The context in which a device is used has a major impact on mobile device design. However, there are few system design methods available that assist user interface designers to represent use context in a useful and systematic manner throughout the whole design process. Current scenario-based design approaches are able to represent context, but stil...

In many projects, the problems with the user interface do not become evident until the system is already in use and the users are trying to get their work done. At that point, it may be very expensive to make changes. The problems may be caused by an insufficient or even non-existent interaction design process, as a result of which the user interfa...

... Essential use cases or task cases are defined as a task of interest to an external user, comprising user intentions and system responsibilities in the course of accomplishing the task, described in technology-free terms [29]. As EUCs are technology independent, they are very useful in analyzing experience requirements when the same service is provided through different interfaces [30]. This approach allows for a user and task-oriented approach, to enhance the overall customer interaction experience across the different points of contact, while unnecessary tool details are hidden [31]. ...

The widespread usage of technology for service provision to customers has created a new and challenging environment for the design of interactive systems, with the emergence of technology enabled multi-channel services. Requirements engineers involved in the design of such service systems must actively work together with interaction designers and service managers to better integrate customer service experience and technology components, requiring unifying methods and tools within the emerging field of service science management and engineering. This paper proposes the service experience blueprint (SEB), a multidisciplinary method for the design of technology enabled multi-channel service systems and illustrates its application in two examples of redesign of banking services that involved an extensive study with more than 4,000 bank customers. The SEB method is based on concepts and tools from RE and interaction design, such as goal-oriented analysis and conceptual modeling, but also uses methods developed in the service and marketing fields, such as service blueprinting. SEB brings marketing research methods to the requirements process, as they can provide a useful contribution for the elicitation of customer experience requirements in service environments. By bringing together goal-oriented modeling and use case modeling from requirements engineering, with service blueprinting from service design, the SEB method contributes to creating a shared understanding and a unifying language to better support the design of new technology enabled multi-channel service systems, where technology and service issues are deeply intertwined.

... Commercial use of the internet for service provision has deeply changed the environment where human-computer interaction takes place. Web interfaces are now integrated in overall service provision, and are designed for a huge and diversified set of potential users, in an uncontrolled context [5]. ...

  • R. A. K. Ranawaka R. A. K. Ranawaka

This paper reveals the results of a survey covering all licensed banking sector organizations in Sri Lanka in order to compare the user-interface design of their Web sites and proposes a methodology to compare the design elements of these Web sites. The sample selected for this survey comprised of 23 licensed commercial banks (LCB), 31 registered finance companies (RFC) and 14 licensed special banks (LSB) recognized by the central bank of Sri Lanka as institutions permitted to accept public deposits under the Sri Lanka banking act and the finance companies act. Based on the Raypot and Jaworski's 7C model for the analysis of user-interface design elements in e-commerce applications, a ten factor checklist was developed in order to compare the design elements of the sites and rank the sites with regard to the design elements used in designing the user interface of each site analyzed. Availability of each factor in a Web site was given an availability score of 1. The total score was named as the user-interface component availability rank (UCAR). The average availability score (AAS) values were calculated for all factors with regard to the three institutional categories. Results showed that the LCBs were superior in the usage of design elements in comparison to RFCs and LSBs. It was revealed that community and customization elements were totally ignored by almost all the bank Web sites revived, whereas the e-commerce activities were also not popularly used by the reviewed financial institutions.

... The qualitative study showed that customers do not express their preferences for each channel with technology features and functionalities, but with the service experience they can get [4]. Corroborating these findings, the results of a preliminary survey with 200 bank customers showed that IB is seen as the best platform in terms of efficiency attributes, such as accessibility, convenience, ease of use and speed of delivery, but IB also performs well in terms of autonomy and feedback control. ...

This paper addresses the problem of interaction design for service provision to customers in a multi-platform environment. It is based on a qualitative and quantitative study of a Portuguese multi-channel retail bank, and shows that, as most of the financial operations are functionally available across the different service platforms, experience requirements become increasingly influential in customers' usage of the different channels. Different financial services generate different interaction needs, and the fit between experience requirements and channel performance in satisfying those needs has a strong impact on customer channel choices. Based on these findings, essential use cases are applied and extended to capture experience requirements for the different financial operations in a technology independent way. With this approach, interaction designers can identify which platforms are best suited to provide the different services available, improving the multi-channel service as a whole. On the other hand, it also enables the identification of areas of interaction experience that need improvement in each platform, if services offered are likely to be effectively used.

... Although the method is not fully tested, the results of the surveys already provide useful implications in terms of the methods of requirements elicitation and interface design. 2. Customer experience requirements for interaction design When addressing customer interaction requirements for service provision, Human-Computer Interaction (HCI) and Services Marketing have strong complementarities [15], in terms of the methods applied and the concepts used, as shown in Table 1. ...

The commercial use of the Internet for service provision has deeply changed the environment where human-computer interaction takes place, as Web interfaces are now integrated in multi-platform service provision. This work presents the results of a study of a multi-channel Portuguese bank, making use of both marketing and HCI methods and concepts, to understand customer usage of the different service platforms. The study involved in-depth interviews, focus groups, a Web survey and a telephone survey with bank customers. The study allowed the identification of the most important interaction experience requirements for this multi-platform service, and how they are influenced by user profiles and service characteristics. The results also show that customer experience requirements (CERs) have a strong impact on customer choice and usage of the different service platforms and can be better captured with essential use cases (EUCs), as they are technology independent. Designing a multi-platform service interaction should therefore start with a higher level of abstraction that allows a multi-platform, customer experience and essential use case perspectives. With this integrated approach, the Internet service can therefore be designed in order to best leverage its capabilities and its complementarity with the other service platforms.

... Although the method is not fully tested, the results of the surveys already provide useful implications in terms of the methods of requirements elicitation and interface design. 2. Customer experience requirements for interaction design When addressing customer interaction requirements for service provision, Human-Computer Interaction (HCI) and Services Marketing have strong complementarities [15], in terms of the methods applied and the concepts used, as shown in Table 1. ...

The commercial use of the Internet for service provision has deeply changed the environment where human-computer interaction takes place, as Web interfaces are now integrated in multi-platform service provision. This paper presents the results of a study of a multi-channel Portuguese bank, making use of both Marketing and HCI methods and concepts, to understand customer usage of the different service platforms. The study involved in-depth interviews, focus groups, a web survey and a telephone survey with bank customers. The study allowed the identification of the most important interaction experience requirements for this multi-platform service, and how they are influenced by user profiles and service characteristics. The results also show that Customer Experience Requirements (CERs) have a strong impact on customer choice and usage of the different service platforms and can be better captured with Essential Use Cases (EUCs), as they are technology independent. Designing a multi- platform service interaction should therefore start with a higher level of abstraction that allows a multi- platform, customer experience and essential use case perspectives. With this integrated approach, the Internet service can therefore be designed in order to best leverage its capabilities and its complementarity with the other service platforms.

This article presents the results of a qualitative study of a multichannel bank. It aims at developing new methods of gathering user requirements for web interfaces, joining HCI and Marketing perspectives. The results obtained so far indicate that, as most of financial operations are functionally available in the different service channels, experience requirements become increasingly important. In this context, essential use cases are particularly valuable in improving the process of gathering customer requirements. As they allow the analysis of users' interaction needs in a channel-independent way, their use can improve decisions on what services are best suited to each channel, to effectively address customer needs across different interaction modes, and make an efficient allocation of resources among channels.

  • Jorge Grenha Teixeira Jorge Grenha Teixeira

Understanding the customer experience is the groundwork of a service design effort. However, its complex and holistic nature makes it difficult to capture. Whenever a customer interacts with a company he has an experience, and every aspect of what surrounds him contributes to that experience. This includes people, technology and interfaces encountered throughout the customer journey, since a customer first thinks about buying the service, to when he needs the support services. This way, to achieve a rich, comprehensive, and integrated view of the service experienced by the customer, a multidisciplinary approach is in order. An approach where technology infusion can be properly addressed. Therefore, this research integrates service design approaches with interaction design, namely Service System Design (Patrício et al. 2009) and Human Activity Modeling (Constantine 2009), to achieve a comprehensive knowledge about the customer experience. We not only mapped the customer activities, and determined their experience requirements, but addressed the contextual aspects of the service usage. This includes studying how interfaces and artifacts influence the overall service experience. As an interaction design framework, Human Activity Modeling is system-centric. However, for this research we shifted this focus to a service-centric approach. This way we focused on the contextual aspects of service (not system) usage and introduced them into the service design, thus contributing to close the gap between Interaction Design and Service Design. We also explored new ways to represent this service-centric approach in a visual manner to improve the communication between both fields. For this research, we interviewed seventeen customers of ZON Madeira, a multimedia and telecommunications company, and mapped their activities and customer experience requirements. We also gathered data about contextual aspects relevant to the performance of such activities, like the interaction with artifacts, or the interfaces used. This provided the necessary inputs to undertake a service design effort destined to improve the existent company services. Service Experience Blueprints were used to illustrate both the actual state (as-is) and the proposals for the future state (to-be).