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Newsletter Volume 4(2) 13 April 
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User Centred Design (UCD) of Financial Services Project News is a fortnightly e-newsletter that keeps you in touch with what is happening in the Banking and E-Commerce streams of the Smart Internet Technology CRC project on Security, Trust, Identity and Privacy. The aim is to stimulate interaction with our wider project team, industry partners and researchers involved with the use and design of financial services. <><><><><><><><><><><><><><><><><><><><><<><><><><><<><><><><>< 1. The transformation of money ********************************************************************************* Listening to the stories of money and banking from 65 people, we have begun to wonder about the large social changes that are being laid bare. The major transformation is that for the first time, for the majority of domestic customers in Australia, money in the home has become virtual. Although we continue to talk of money as if it were something to handle and count in our treasure chest, money has become information. This transformation took place in three stages. Starting from the introduction of Bankcard in August 1974, to ATMs in 1980 and EFTPOS in 1984, domestic customers were able to access credit, cash and payments on demand. The second stage was the move from physical cash and cheques to electronic payments. Reserve Bank of Australia payments data confirms the shift happened by 2004. We still do not know enough about cash, but between 1997 and 2004, cheques have halved in number whereas direct debit, debit card and credit card payments have more than doubled. The third stage began in the mid 1990s, where there was an increase in the number of domestic customers who began to interact electronically with banks via the phone or by Internet rather than face-to-face or mail. In these shifts, there is a mix of payments and channels, chosen according to their relevance for the activity. But the shift from the physical to the virtual means that people have to manage money as information. We are exploring what this change means for the management and control of money in the home; for gender and power; for ensuring savings and managing credit and for the design of electronic interfaces. As money becomes information, mindsets have to change. It is a challenging move for those who have grown up with Hans Christian Anderson's story “The Silver Shilling” or nursery rhymes like “Sing a Song of Sixpence” telling that “The King was in his counting house / Counting out his money”. It is also difficult for those who remember their mothers placing money for rent or money for groceries in separate jars on the mantelpiece. Others who have known nothing but ATMs and the Internet think that money has always been virtual. One thing is becoming clearer. The privacy and security of our information about money is becoming more central than it has ever been, to customers' sense of trust and identity. The boundaries of privacy and security are not just between the bank and outsiders. It also means that the bank has to trust the privacy boundaries set by the customer when dealing with money in the home. Different privacy boundaries apply to the joint account, the separate account and ones allowing third party authorization. It is when these privacy boundaries are breached, that the customer's perception of security hits a low ebb. Professor Supriya Singh ********************************************************************************* Jonathan O'Donnell is working in the E-commerce research stream. He has worked in the University Research and Innovation office at RMIT helping people to securefunding. As the Director of IT for the Faculty of Art and Design he has helped develop Internet master-classes for the Sunrise Research Laboratory and as a Web developer for Nautilus at RMIT. Outside of RMIT, he has worked on Web server digital certificates at Melbourne IT and as project manager for the introduction of the public multimedia at the National Gallery of Victoria. His main interest is the Internet and the World Wide Web. He says that they remind him of "... the science fiction stories that I loved as a kid." Gabriele Hermansson is working in the Banking research stream. She completed her Masters of Industrial Organisation Psychology in 2005. Her research looked at the user experience and attitudes towards technology and their influence on human behaviour towards technological devices. Gabriele has worked with a number of businesses investigating user needs and user experience and specialises in Human Factors and User Centred Design. In 2004 she joined a large telecommunications organisation, working in usability and customer experience areas. ********************************************************************************* Faroukh, 45-54, is a professional from the Middle East. He has been in Australia for close to 20 years. Adept at computers, he has no concerns about security in using Internet banking. He sees the bank's networks and those in his office as secure. He however does have concerns about privacy.These concerns do not arise because the information about money is digital. He is not worried about his data being sold to somebody else. These concerns connect with bank practices. There have been two infringements that have worried him. In the first case, the bank official did not respect his privacy preferences. Faroukh and his wife have a joint account. Each of them also has a separate account. But when he and his wife went to the bank to deal with their home loan, the clerk printed out the money in their joint account, his account and his wife's account. He says, “I was surprised as my expectation was actually just (for the clerk) to give us the shared account and keep away my and my wife's separate accounts”. This led to a situation where his wife queried his separate account and quizzed him about money there. He was able to explain it, but he says, this kind of situation should never have arisen. Faroukh also thinks there has been a privacy breach within the bank. He suspects that somebody from his community who works with the bank has looked up his accounts. He heard about it from somebody else and does not have any direct evidence. But it worries him that his money affairs are no longer private. ********************************************************************************* 2006 - Complaint Case Note 4 http://www.privacy.gov.au/act/casenotes/ccn4_06.html “IT can't replace face-to-face banking: NAB” ********************************************************************************* The Internet and Society This conference relates to the social, psychological and cultural impact of Information Communications Technology (ICT). “Specifically the conference will address a wide range of topics as diverse as technology enhanced learning, through to the impact of technology on gender, human psychology, commerce, culture and governance.” http://www.wessex.ac.uk/conferences/2006/itsociety06/ QualIT2006 - Quality and Impact of Qualitative Research – Call for papers They “welcome contributions from researchers utilising such methods in the disciplines of Information Technology, Information Systems, Social Informatics, Software Engineering and from researchers in other disciplines whose qualitative research incorporates software tools designed expressly for the qualitative researcher.” http://www.cit.gu.edu.au/conferences/QualIT2006 ACM Workshop on Privacy in Electronic Society (WPES) , 30 October 2006, Alexandria, Virginia, USA This workshop is held together with the 13 th ACM conference on computer and communications security, October 30 to November 3 2006. For more details, see http://www.acm.org/sigs/sigsac/ccs/CCS2006/ |