Why do you ask all those questions? Supporting client profiling in financial service encounters

Client data is key to provide personalized services and products. Therefore, banks go through great efforts to profile their clients during financial advisory service encounters. Since traditional pen-and-paper profiling does not satisfy the banks’ needs, they strive to digitalize this activity. This paper offers joint profiling as a solution: The advisor and the client jointly create a client’s profile using a shared display. However, test clients provided a mixed response to a first joint profiling prototype. They wondered, why the bank needs all this information. In a second iteration, joint profiling was augmented by task awareness, i.e., linking all profiled information to the client\u27s goal. This task aware joint profiling was far better accepted by the clients. This paper offers research insights on the role of profiling in face-to-face advisory service encounters, on its acceptance by the clients, and on design principles for digital profiling in financial service encounters

Physical Interaction Concepts for Knowledge Work Practices

The majority of workplaces in developed countries concern knowledge work. Accordingly, the IT industry and research made great efforts for many years to support knowledge workers -- and indeed, computer-based information workplaces have come of age. Nevertheless, knowledge work in the physical world has still quite a number of unique advantages, and the integration of physical and digital knowledge work leaves a lot to be desired. The present thesis aims at reducing these deficiencies; thereby, it leverages late technology trends, in particular interactive tabletops and resizable hand-held displays. We start from the observation that knowledge workers develop highly efficient practices, skills, and dexterity of working with physical objects in the real world, whether content-unrelated (coffee mugs, stationery etc.) or content-related (books, notepads etc.). Among the latter, paper-based objects -- the notorious analog information bearers -- represent by far the most relevant (super-) category. We discern two kinds of practices: collective practices concern the arrangement of objects with respect to other objects and the desk, while specific practices operate on individual objects and usually alter them. The former are mainly employed for an effective management of the physical desktop workspace -- e.g., everyday objects are frequently moved on tables to optimize the desk as a workplace -- or an effective organization of paper-based documents on the desktop -- e.g., stacking, fanning out, sorting etc. The latter concern the specific manipulation of physical objects related to the task at hand, i.e. knowledge work. Widespread assimilated practices concern not only writing on, annotating, or spatially arranging paper documents but also sophisticated manipulations -- such as flipping, folding, bending, etc. Compared to the wealth of such well-established practices in the real world, those for digital knowledge work are bound by the indirection imposed by mouse and keyboard input, where the mouse provided such a great advancement that researchers were seduced to calling its use "direct manipulation". In this light, the goal of this thesis can be rephrased as exploring novel interaction concepts for knowledge workers that i) exploit the flexible and direct manipulation potential of physical objects (as present in the real world) for more intuitive and expressive interaction with digital content, and ii) improve the integration of the physical and digital knowledge workplace. Thereby, two directions of research are pursued. Firstly, the thesis investigates the collective practices executed on the desks of knowledge workers, thereby discerning content-related (more precisely, paper-based documents) and content-unrelated object -- this part is coined as table-centric approaches and leverages the technology of interactive tabletops. Secondly, the thesis looks at specific practices executed on paper, obviously concentrating on knowledge related tasks due to the specific role of paper -- this part is coined as paper-centric approaches and leverages the affordances of paper-like displays, more precisely of resizable i.e. rollable and foldable displays. The table-centric approach leads to the challenge of blending interactive tabletop technology with the established use of physical desktop workspaces. We first conduct an exploratory user study to investigate behavioral and usage patterns of interaction with both physical and digital documents on tabletop surfaces while performing tasks such as grouping and browsing. Based on results of the study, we contribute two sets of interaction and visualization concepts -- coined as PaperTop and ObjecTop -- that concern specific paper based practices and collective practices, respectively. Their efficiency and effectiveness are evaluated in a series of user studies. As mentioned, the paper-centric perspective leverages late ultra-thin resizable display technology. We contribute two sets of novel interaction concepts again -- coined as FoldMe and Xpaaand -- that respond to the design space of dual-sided foldable and of rollout displays, respectively. In their design, we leverage the physical act of resizing not "just" for adjusting the screen real estate but also for interactively performing operations. Initial user studies show a great potential for interaction with digital contents, i.e. for knowledge work

Distant pointing in desktop collaborative virtual environments

Deictic pointing—pointing at things during conversations—is natural and ubiquitous in human communication. Deictic pointing is important in the real world; it is also important in collaborative virtual environments (CVEs) because CVEs are 3D virtual environments that resemble the real world. CVEs connect people from different locations, allowing them to communicate and collaborate remotely. However, the interaction and communication capabilities of CVEs are not as good as those in the real world. In CVEs, people interact with each other using avatars (the visual representations of users). One problem of avatars is that they are not expressive enough when compare to what we can do in the real world. In particular, deictic pointing has many limitations and is not well supported. This dissertation focuses on improving the expressiveness of distant pointing—where referents are out of reach—in desktop CVEs. This is done by developing a framework that guides the design and development of pointing techniques; by identifying important aspects of distant pointing through observation of how people point at distant referents in the real world; by designing, implementing, and evaluating distant-pointing techniques; and by providing a set of guidelines for the design of distant pointing in desktop CVEs. The evaluations of distant-pointing techniques examine whether pointing without extra visual effects (natural pointing) has sufficient accuracy; whether people can control free arm movement (free pointing) along with other avatar actions; and whether free and natural pointing are useful and valuable in desktop CVEs. Overall, this research provides better support for deictic pointing in CVEs by improving the expressiveness of distant pointing. With better pointing support, gestural communication can be more effective and can ultimately enhance the primary function of CVEs—supporting distributed collaboration

Designing for Cross-Device Interactions

Driven by technological advancements, we now own and operate an ever-growing number of digital devices, leading to an increased amount of digital data we produce, use, and maintain. However, while there is a substantial increase in computing power and availability of devices and data, many tasks we conduct with our devices are not well connected across multiple devices. We conduct our tasks sequentially instead of in parallel, while collaborative work across multiple devices is cumbersome to set up or simply not possible. To address these limitations, this thesis is concerned with cross-device computing. In particular it aims to conceptualise, prototype, and study interactions in cross-device computing. This thesis contributes to the field of Human-Computer Interaction (HCI)—and more specifically to the area of cross-device computing—in three ways: first, this work conceptualises previous work through a taxonomy of cross-device computing resulting in an in-depth understanding of the field, that identifies underexplored research areas, enabling the transfer of key insights into the design of interaction techniques. Second, three case studies were conducted that show how cross-device interactions can support curation work as well as augment users’ existing devices for individual and collaborative work. These case studies incorporate novel interaction techniques for supporting cross-device work. Third, through studying cross-device interactions and group collaboration, this thesis provides insights into how researchers can understand and evaluate multi- and cross-device interactions for individual and collaborative work. We provide a visualization and querying tool that facilitates interaction analysis of spatial measures and video recordings to facilitate such evaluations of cross-device work. Overall, the work in this thesis advances the field of cross-device computing with its taxonomy guiding research directions, novel interaction techniques and case studies demonstrating cross-device interactions for curation, and insights into and tools for effective evaluation of cross-device systems