Visualising customer-centric digital investment performance reports

Ruth Kümmerle and Marc Wierzbitzki

Journal of Digital Banking, 2019, vol. 3, issue 4, 346-360

Abstract: In a purely digital context, investors frequently act on their own perception of the past and the expected performance of their investment. Consequently, ensuring their adequate understanding of investment parameters is of utmost importance for all robo-advisory services. Against this backdrop, this paper structures a digital investment performance report around the main aspects of customer-centricity. The approach adopted is threefold. First, a universal framework of customer-centricity is developed. Second, this framework is used to create ideas for simplified digital tools relying on visualisations of the traditional benchmark reporting, as well as the more recent goal-based reporting mechanisms. Third, these tools are programmed as functional prototypes and tested. The main finding of the tests is that investors seem to need different visual reporting tools, depending on whether positive or negative returns are to be communicated.

Keywords: financial services; robo-advice; customer-centricity; performance reporting; goal-based investing (search for similar items in EconPapers)
JEL-codes: E5 G2 (search for similar items in EconPapers)
Date: 2019
References: Add references at CitEc
Citations:

Downloads: (external link)
https://hstalks.com/article/2958/download/ (application/pdf)
https://hstalks.com/article/2958/ (text/html)
Requires a paid subscription for full access.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:aza:jdb000:y:2019:v:3:i:4:p:346-360

Access Statistics for this article

More articles in Journal of Digital Banking from Henry Stewart Publications
Bibliographic data for series maintained by Henry Stewart Talks ().