Essential use cases in the design of multi-channel service offerings - A study of Internet banking

• Tipo: Artigo em Revista Científica Internacional
• Data: 2003

Autores

Lia Patrício (Autor) FEUP; João Falcão e Cunha (Autor) FEUP; Raymond P. Fisk (Autor) Outra; Oscar Pastor (Autor) Outra

Revista

Título: Lecture Notes in Computer Science

Vol. 2722

Páginas: 468-471

ISSN: 0302-9743

Editora: Springer Nature

Indexação

ISI Web of Knowledge - 1 Citação

Scopus - 1 Citação

Outras Informações

ID Authenticus: P-000-KRW

DOI: 10.1007/3-540-45068-8_88

Abstract (EN): This article presents the results of a qualitative study of a multi-channel bank. It aims at developing new methods of gathering user requirements for web interfaces, joining HCI and Marketing perspectives. The results obtained so far indicate that, as most of financial operations are functionally available in the different service channels, experience requirements become increasingly important. In this context, essential use cases are particularly valuable in improving the process of gathering customer requirements. As they allow the analysis of users' interaction needs in a channel-independent way, their use can improve decisions on what services are best suited to each channel, to effectively address customer needs across different interaction modes, and make an efficient allocation of resources among channels.

Idioma: Inglês

Tipo (Avaliação Docente): Científica

Nº de páginas: 4