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Visualising customer-centric digital investment performance reports

Author

Listed:
  • Kümmerle, Ruth
  • Wierzbitzki, Marc

Abstract

In a purely digital context, investors frequently act on their own perception of the past and the expected performance of their investment. Consequently, ensuring their adequate understanding of investment parameters is of utmost importance for all robo-advisory services. Against this backdrop, this paper structures a digital investment performance report around the main aspects of customer-centricity. The approach adopted is threefold. First, a universal framework of customer-centricity is developed. Second, this framework is used to create ideas for simplified digital tools relying on visualisations of the traditional benchmark reporting, as well as the more recent goal-based reporting mechanisms. Third, these tools are programmed as functional prototypes and tested. The main finding of the tests is that investors seem to need different visual reporting tools, depending on whether positive or negative returns are to be communicated.

Suggested Citation

  • Kümmerle, Ruth & Wierzbitzki, Marc, 2019. "Visualising customer-centric digital investment performance reports," Journal of Digital Banking, Henry Stewart Publications, vol. 3(4), pages 346-360, March.
    • Handle: RePEc:aza:jdb000:y:2019:v:3:i:4:p:346-360
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    More about this item

    Keywords

    financial services; robo-advice; customer-centricity; performance reporting; goal-based investing;
    All these keywords.

    JEL classification:

    • G2 - Financial Economics - - Financial Institutions and Services
    • E5 - Macroeconomics and Monetary Economics - - Monetary Policy, Central Banking, and the Supply of Money and Credit

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