User Centred Design of Financial Services Project
News Edition 01, June 8, 2005
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 SITCRC 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.
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In this issue:
1. Supriya: Update on progress
2. Introducing our research people
3. Stories from the field
4. Visit to the UK
5. Papers by Banking and E-commerce researchers
6. Upcoming Conferences
7. Useful Links & References
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1. Supriya: Update on progress
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This is the first issue of the UCD of Financial Services Project
News for 2005. We are building on our experience with the UCD Newsletter
and our enjoyment of the interaction that resulted.
Our Banking and E-commerce research streams are part of the wider
project on Security, Trust, Identity and Privacy. The Banking Stream
is researching: How do the new information and communication technologies
change the way people manage financial information and make decisions
about money? The E-commerce stream examines Identity Management
and the Impact of Changing Roles in E- and M-commerce. We give a
more detailed description of these streams on our website http://www.ucd.smartinternet.com.au/projects.html.
The qualitative research is progressing for both streams. We are
a quarter of the way through the interviews for the Banking stream
and are finalising our interviews and focus groups for the Digital
Rights Management area in the E-Commerce stream.
Supriya
Assoc Prof Supriya Singh,
Project Leader
supriya.singh@rmit.edu.au
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2. Introducing our research people
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Associate Professor Supriya Singh heads the Banking stream. She
previously led the User-Centred Design Group in Smart Internet Technology
CRC. Her work on the sociology of money and the use of electronic
financial services is contributing to the research http://www.ucd.smartinternet.com.au/people.html
Professor Margaret Jackson heads the E-commerce stream. Margaret
is a Professor of Computer Law at RMIT University….. http://www.ucd.smartinternet.com.au/people.html
Jenine Beekhuyzen is a lecturer in IT Communication at Griffith
University, an assessor for the degree’s year-long IT project,
and a Senior Research Assistant in the School of Computing and Information
Technology. http://www.ucd.smartinternet.com.au/people.html
Anuja Cabraal is our newest research associate. She comes to us
with a BA Hons in Anthropology and two years of experience with
a finance company. We are already benefiting from her mix of expertise
in discussions of the banking stream. She hopes to work further
in the area of microfinance http://www.ucd.smartinternet.com.au/people.html
Dr. Asha Rao is a Senior Lecturer in the School of Mathematical
and Geospatial Sciences at RMIT University, as well as the Program
leader of the Postgraduate Information Security Programs at the
university. Her research interests include the use of algebraic
techniques to communications, coding, cryptomathematics and consequently
in Information Theory and Information Security. – http://www.ucd.smartinternet.com.au/people.html
Dr. Ron van Schyndel is a Research Fellow with the School of Computer
Science and IT, RMIT. Most of Ron’s publications are on the
topic of digital watermarking– http://www.ucd.smartinternet.com.au/people.html
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3. Stories from the field: Ellen controls the money but they live
beyond their means
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Ellen, 40, has been in the same defacto relationship for 18 years.
She is an academic and her husband works in the corporate sector.
They have a household income of more than $100,000. They own a home
and have two children. She works part time, while Edmund her partner
works fulltime.
Ellen and Edmund bank with three financial institutions. They have
a main joint account from which they pay the mortgage, bills, expenses
for the household and children. Each month she transfers an equal
amount of money to their separate accounts. The separate accounts
have shrunk as their joint commitments have increased. They have
talked of money with each other for “financial freedom”
is important for Ellen.
Ellen manages and controls the joint money. She pays the crèche,
friends they owe for dinner or outings through the “Pay Anyone”
function on the Internet. She also buys the supermarket groceries
via the Internet. They do not have a cheque account. The main problem
is to deal with their credit card debt. So they are now working
on a quasi budget and try and use cash to bound their expenditure.
She is not worried about security. She uses the university account
and so thinks that it is secure. She says she trusts the bank ‘enough’.
The risk is light for there isn’t any money left in the account
once the bills have been paid. But mostly she does not want to think
of it.
She can see changes ahead, but not necessarily in terms of banking
and technology. She thinks it may be useful to receive some information
from the bank via mobile phone. But the future for her means moving
into a bigger house in the same suburb. The children may need to
go to private school. But she also hopes for a promotion and more
days at work..
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4. Visit to Ireland and the UK
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Supriya was invited to Trinity College Dublin as a visiting research
fellow in the Global Networks project. She presented a paper on
Sending Money Home. The paper explored an area of money and banking
which is of great importance to migrants and banks. Remittances
are now the second most important source of foreign exchange for
developing countries, second only to foreign direct investment.
In the United Kingdom, Supriya visited with Prof Jan Pahl of the
University of Canterbury at Kent. Jan is one of the most important
sociologists of money and has done work on the invisibility of electronic
money in households. Supriya also visited Prof David Frohlich, Research
Director of the Digital World Research Centre,
University of Surrey (http://www.surrey.ac.uk/dwrc/People/Frohlich.htm).
Her last stop was at the University of Lancaster where a group of
sociologists have been working with computer scientists and banking
to understand and redesign processes. Among others she met with
Dr David Martin and Dr. Mark Rouncefield
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5. Papers by Banking and E-commerce researchers
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*Jenine Beekhuyzen, Liisa von Hellens, Mark Siedle (2005) Cultural
Differences in the Adoption of Emerging Technologies. Paper to be
presented at the Human Computer Interaction International Conference,
Las Vegas, July
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*Jackson, M. & Shah, A. The Impact of DRMs on Personal Use Expectations
and Fair Use Rights, Third Australasian Information Security Workshop
(AISW2005): Digital Rights Management, Conferences in Research and
Practices in Information Technology, Vol 44, 119 126.
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*Singh, Supriya (2005). Rigour Versus Timeliness In Design Studies.
Paper to be presented at the international conference of the Association
for Qualitative Research, July. Paper to be published in the Qualitative
Research Journal.
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*Singh, Supriya (2005). Designing for Money across Borders. Paper
to be presented at the Human Computer Interaction International
Conference, Las Vegas, July.
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Upcoming conferences
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* First International Conference on Digital Rights Management: Technologies,
Issues, Challenges and Systems, Sydney, Australia, 31 October -
2 November 2005 http://www.titr.uow.edu.au/DRMTICS2005
This new conference series seeks submissions from academia and
industry describing novel research results that cover theoretical
and practical advancements in all areas of DRM systems. The conference
will serve as a broad multi-disciplinary forum for all DRM related
issues. Of particular interest this year are rights expression languages,
processes and methods for DRM applications, together with social,
legal, usability, and business aspects of such systems. Alternative
economic and incentive based models, their analysis,
implementation and case studies are highly encouraged.
Paper Submission Deadline: 15 July 2005
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6. Useful Links & References
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Buencamino, L., & Gorbunov, S. (2002). Informal Money Transfer
Systems: Opportunities and Challenges for Development Finance. Retrieved
5 May, 2005, from http://www.un.org/esa/esa02dp26.pdf
This paper demonstrates the important role of informal money transfer
systems. They are traditional ways of transferring small amounts
of money with low fees, and certainty of receipt, particularly in
countries with a poorly developed banking system.
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Blythin, S., Rouncefield, M., & Hughes, J. A. (1997). Never
mind the ethno' stuff, what does all this mean and what do we do
now: ethnography in the commercial world. interactions, 4(3), 38-47
Ethnography is directed toward producing a “rich” portrayal
of the situation. Those interested in commercial organizational
redesign, however, will often be primarily interested in rapidly
and succinctly ascertaining aspects of a process that are useful
or problematic to meeting the particular problem at hand. They also
need practical
policy recommendations, as reflected in the statement, “What
does all this mean and what do we do now?”
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Martin, D., & Rouncefield, M. (No date). "Making the Organisation
Come Alive":Talking Through And About The Technology In Remote
Banking. Retrieved 30 March, 2005, from http://www.dirc.org.uk/publications/articles/papers/67.pdf
Organizations have increasingly been seeking to interact with their
customers using more ’remote channels’, such as telephone
and computer based technologies. This process has been a part of
dramatic technological upheavals as technology enters into customer
interactions. This paper examines examples of this changing relationship,
documenting the role of technology in delivering banking services
over remote channels.
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Martin, D., & Sommerville, I. (2004). Patterns of cooperative
interaction: Linking ethnomethodology and design. ACM Transactions
on Computer-Human Interaction, 11(1), 59 - 89.
Patterns of Cooperative Interaction are regularities in the organisation
of work, activity, and
interaction among participants. Their contention is that these patterns
form a useful resource for reusing findings from previous field
studies, for enabling analysis and considering design in new settings.
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Pahl, J. (2000). Couples and their money: patterns of accounting
and accountability in the domestic economy. Accounting, Auditing
& Accountability Journal, 13(4), 502-517.
The financial arrangements of married and as-married couples are
examined in the light of ideas taken from the field of accounting
and accountability. Data on couples and their money suggest that
the accounting practices of couples are not necessarily consistent,
but that they are meaningful. Banking arrangements, as they record
financial history and map past and present relationships, offer
a powerful guide to understanding wider issues within marriage and
family life.
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Two reports which are of interest have recently been released by
the Federal Attorney General's Department. The first is the Discussion
Paper on 'Fair Use and Other Copyright Exceptions: An examination
of fair use, fair dealing and other exceptions in the Digital Age'.
This paper is exploring, inter alia, the possibility of expanding
the copyright law to introduce a personal use right to download
and copy music and other home copying activities. (http://www.ag.gov.au/agd/WWW/agdhome.nsf/AllDocs/E63BC2D5203F2D29CA256FF8001584D7?OpenDocument)
The second paper is the Report on the private sector provisions
of the Privacy act 1088 (Cth) titled 'Getting in on the Act: Review
of the Private Sector Provisions of the Privacy Act'. (http://www.privacy.gov.au/act/review/index.html)
The Report made a number of recommendations, including a change
in the definition of what is a 'small business' which would result
in more businesses being covered by he Act, a call for national
consistency in areas such as health and workplace surveillance,
and a need for specific legislation to underpin a national electronic
health record system to protect individual privacy.
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If you have any comments regarding this e-newsletter or the Banking
and Finance website, or you would like to submit an item for publication,
please contact Anuja
Cabraal.
Visit the site for the User Centred Design of Financial Services
at: http://www.ucd.smartinternet.com.au/
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