...Ion Iriarte; Iker Legarda; Maya Hoveskog; Laura Wright; Paula Sanchez Purpose The aim of this study is to provide a holistic understanding of how financial organisations can develop human-centred design (HCD) capability. Design/methodology/approach We applied a hybrid research design. We first...

... layout types. Design/methodology/approach A web banking store was developed in three versions equal to the number of the alternative layouts manipulated by the laboratory experimental design. Two layout types were transformed from conventional banking and one type was designed by incorporating users...

... task will lead to higher levels of performance and also increase user satisfaction. Matching should take into consideration the cognitive perspective and mental models of the user. © MCB UP Limited 2003 Customer satisfaction Web sites Design Psychology Communications Media...

...F. Christian Zinkhan; George M. Zinkhan The application on conjoint analysis to the task of customising financial services is discussed. Conjoint analysis allows for the generation of the utility levels associated with financial service design alternatives. By evaluating service‐provider...