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Calm Advice: How Digitalizing Pen-and-Paper Practices Improves Financial Advice-Giving

Author

Listed:
  • Dario Staehelin

    (University of Zurich)

  • Mateusz Dolata

    (University of Zurich)

  • Gerhard Schwabe

    (University of Zurich)

Abstract

Bank clients’ expectations for enhanced service experiences have increased with the digitalization of banking services and the rise of FinTech. However, despite the availability of online banking services, many clients still prefer personal financial advice due to the personal interaction involved. There has been a growing interest in IT-supported advisory services to meet this demand, aiming to improve customer experience and reduce the cognitive burden on advisors. While previous studies have shown the positive effects of advisory-support systems, they also highlighted downsides such as unnatural interactions, technology’s domination of the interaction space, and impaired impression management. This paper investigates the potential of pen-and-paper user interfaces to resolve the relationship/decision-making tension in advisory services. It evaluates the design of an artifact called bankNotes with eight bank advisors and 24 clients in a within-subject study by drawing on a rich data set consisting of interviews, surveys, and video analysis of the encounters. The results indicate that bankNotes was well-received by advisors, who embraced both existing pen-and-paper practices and new practices facilitated by the system. The clients also benefitted from the system: using bankNotes improved customer orientation, shared understanding, and overall service quality. This research provides valuable insights into the design of advisory support systems that prioritize customer satisfaction and support the needs of both advisors and clients in the banking sector.

Suggested Citation

  • Dario Staehelin & Mateusz Dolata & Gerhard Schwabe, 2025. "Calm Advice: How Digitalizing Pen-and-Paper Practices Improves Financial Advice-Giving," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 67(4), pages 473-494, August.
    • Handle: RePEc:spr:binfse:v:67:y:2025:i:4:d:10.1007_s12599-024-00879-2
    DOI: 10.1007/s12599-024-00879-2
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    References listed on IDEAS

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    1. Liudmila Zavolokina & Mateusz Dolata & Gerhard Schwabe, 2016. "The FinTech phenomenon: antecedents of financial innovation perceived by the popular press," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 2(1), pages 1-16, December.
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