The development of a digital interactive advice giving tool
Studies that have been done by the Centre for banking and finance at KTH in collaboration with all Swedish banks, has shown that the Swedish bank advisors systematically overrate their customer’s wish to take risks. Other, qualitative studies show that the risk is difficult for both experts and lay people, for instance such that both parties agree on which level of risk is suitable for the customer. At the same time, this is imperative for good advice-giving according to the Swedish law.
The digitally based interfaces are frequently used in financial services buing and selling. Consumers and banks and insurance companies us digital channels increasingly. Research in human-computer interaction shows that there are considerable opportunities for interactive exchange via digital media. This development calls for the development of digital media tools that explain risk and return for the customer.
Against this background, I run a research project that develops a digital, interactive advice-giving tool.