Design for the Future Essay: Retail Banking and Financial Service Under System Analysis

Design for the Future Essay: Retail Banking and Financial Service Under System Analysis

Financial planning services and banking experience are complicated systematic social-technological design challenges more than only discussing numbers, money, investment, and benefit. Thus, the purpose of the research is to apply modified System-Theoretic Process Analysis (STPA) to study retail bank...

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Autores principales: Hung Lee, Sheng, Klopfer, Eric, Coughlin, Joseph F.
Formato: Online
Lenguaje:spa
Publicado: UNIVERSIDAD DE SONORA 2023
Acceso en línea:https://arteentreparentesis.unison.mx/index.php/AEP/article/view/107
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spelling oai:https:--arteentreparentesis.unison.mx:article-1072023-02-27T18:47:04Z Design for the Future Essay: Retail Banking and Financial Service Under System Analysis Hung Lee, Sheng Klopfer, Eric Coughlin, Joseph F. Servicio financiero Diseño de servicio STPA Análisis de Procesos Teóricos del Sistema Financial planning services and banking experience are complicated systematic social-technological design challenges more than only discussing numbers, money, investment, and benefit. Thus, the purpose of the research is to apply modified System-Theoretic Process Analysis (STPA) to study retail banking and financial service through the lens of service systems to empower us to have more holistic views to consider other critical aspects of services and systems. Following a Capital One Café model as our case study, we identified ten key controllers/stakeholders and their values and goals in the retail banking system and then translated the outcomes into losses and system-level hazards and constraints, which helped us generate high-level, detailed hierarchical control structures to enable us to analyze the topic from the perspectives of customers, banking service provider, and retail. Under STPA systematic approach of analyzing the retail banking experience and financial services, we conclude three learnings from service designer’s perspectives: 1) establish meaningful bonding’s between retail and financial services, 2) create service roles to deliver a better and more immersive user experience, and 3) translate service touchpoints to data points to improve service quality. Los servicios de planificación financiera y la experiencia bancaria son desafíos sistemáticos de diseño social y tecnológico complicados, son más que solo discutir números, dinero, inversiones y beneficios. Por lo tanto, el propósito de la investigación es aplicar el análisis de procesos teóricos de sistemas modificado (STPA) para estudiar la banca minorista y los servicios financieros a través de la lente de los sistemas de servicios, para empoderarnos a tener puntos de vista más holísticos para considerar otros aspectos críticos de los servicios y sistemas. Siguiendo un modelo de Capital One Café como nuestro estudio de caso, identificamos diez controladores/partes interesadas clave y sus valores y metas en el sistema de banca minorista, y entonces traducimos los resultados en pérdidas y peligros a nivel del sistema y restricciones, lo cual nos ayudó a generar estructuras de control jerárquicas detalladas y de alto nivel que nos permitieron analizar el tema desde la perspectiva de los clientes, el proveedor de servicios bancarios y el comercio minorita. Bajo el enfoque sistemático de STPA de analizar la experiencia de la banca minorista y los servicios financieros, concluimos tres aprendizajes desde la perspectiva del diseñador de servicios: 1) establecer vínculos significativos entre los servicios minoristas y financieros, 2) crear roles de servicio para brindar una experiencia de usuario mejor y más inmersiva, y 3) traducir los puntos de contacto del servicio en puntos de datos para mejorar la calidad del servicio. UNIVERSIDAD DE SONORA 2023-02-27 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf https://arteentreparentesis.unison.mx/index.php/AEP/article/view/107 10.36797/aep.v2i15.107 Arte, entre paréntesis; Vol. 2 Núm. 15 (2022): Arte, entre paréntesis; 32-44 2448-5950 spa https://arteentreparentesis.unison.mx/index.php/AEP/article/view/107/101 Derechos de autor 2022 https://creativecommons.org/licenses/by-nc-nd/4.0
institution Arte, entre paréntesis
collection OJS
language spa
format Online
author Hung Lee, Sheng
Klopfer, Eric
Coughlin, Joseph F.
spellingShingle Hung Lee, Sheng
Klopfer, Eric
Coughlin, Joseph F.
Design for the Future Essay: Retail Banking and Financial Service Under System Analysis
author_facet Hung Lee, Sheng
Klopfer, Eric
Coughlin, Joseph F.
author_sort Hung Lee, Sheng
title Design for the Future Essay: Retail Banking and Financial Service Under System Analysis
title_short Design for the Future Essay: Retail Banking and Financial Service Under System Analysis
title_full Design for the Future Essay: Retail Banking and Financial Service Under System Analysis
title_fullStr Design for the Future Essay: Retail Banking and Financial Service Under System Analysis
title_full_unstemmed Design for the Future Essay: Retail Banking and Financial Service Under System Analysis
title_sort design for the future essay: retail banking and financial service under system analysis
description Financial planning services and banking experience are complicated systematic social-technological design challenges more than only discussing numbers, money, investment, and benefit. Thus, the purpose of the research is to apply modified System-Theoretic Process Analysis (STPA) to study retail banking and financial service through the lens of service systems to empower us to have more holistic views to consider other critical aspects of services and systems. Following a Capital One Café model as our case study, we identified ten key controllers/stakeholders and their values and goals in the retail banking system and then translated the outcomes into losses and system-level hazards and constraints, which helped us generate high-level, detailed hierarchical control structures to enable us to analyze the topic from the perspectives of customers, banking service provider, and retail. Under STPA systematic approach of analyzing the retail banking experience and financial services, we conclude three learnings from service designer’s perspectives: 1) establish meaningful bonding’s between retail and financial services, 2) create service roles to deliver a better and more immersive user experience, and 3) translate service touchpoints to data points to improve service quality.
publisher UNIVERSIDAD DE SONORA
publishDate 2023
url https://arteentreparentesis.unison.mx/index.php/AEP/article/view/107
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AT klopfereric designforthefutureessayretailbankingandfinancialserviceundersystemanalysis
AT coughlinjosephf designforthefutureessayretailbankingandfinancialserviceundersystemanalysis
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