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  • 1.
    Sallnäs Pysander, Eva-Lotta
    et al.
    KTH, School of Electrical Engineering and Computer Science (EECS), Human Centered Technology, Media Technology and Interaction Design, MID.
    Mårtensson, Fredrika
    Swedish Univ Agr Sci SLU, Dept People & Soc, Box 190, S-23422 Lomma, Sweden..
    Waern, Annika
    Uppsala Univ, Dept Informat & Media, Box 513, S-75120 Uppsala, Sweden..
    Litsmark, Anna
    Swedish Univ Agr Sci SLU, Dept People & Soc, Box 190, S-23422 Lomma, Sweden.;Lund Univ, Dept Architecture & Built Environm, Box 118, S-22100 Lund, Sweden..
    Hedblom, Marcus
    Swedish Univ Agr Sci, Dept Urban & Rural Dev, Box 7012, S-75007 Uppsala, Sweden..
    Raustorp, Anders
    Univ Gothenburg, Dept Food & Nutr & Sport Sci, Box 300, S-40530 Gothenburg, Sweden..
    Ghilagaber, Gebrenegus
    Stockholm Univ, Dept Stat, SE-10691 Stockholm, Sweden..
    Zhu, Hui
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Real Estate Business and Financial Systems. Uppsala Univ, Dept Informat & Media, Box 513, S-75120 Uppsala, Sweden.
    Nature and digitalization challenging the traditional playground2024In: Urban Forestry & Urban Greening, ISSN 1618-8667, E-ISSN 1610-8167, Vol. 93, article id 128148Article in journal (Refereed)
    Abstract [en]

    Playing outdoors in nature with peers has been attributed most importance for children's healthy development but is increasingly marginalized because of the attractiveness of screen-based play. Careful merging of digital technology into outdoor play environments rich on nature elements could potentially help bridge digital play with more traditional play activities outdoors. A systematic comparison was made of outdoor play in more or less green settings, with and without digital installations or traditional play equipment. The separate and combined role of digital artefacts, play equipment and natural elements, were investigated, with particular focus on the effects of merging digital materials into nature. A group of children aged 6-8 were involved in a field study in a three-week period playing in a traditional playground, a forest and in a forest with digitally enhanced play artefacts. Children ' s play behavior was evaluated using a behavioral tracking method, a questionnaire and a contextual interview with the children, and a physical activity measure, in combination with inventories including maps to document the design, and the ecological and physical status of the settings. The study documents differences in children's play behavior across the three settings. It differs most between the digital forest setting and the forest setting regarding the play categories imaginative play, physical play and rule play and the digital forest setting stands out when it comes to expressive play. It is discussed how particular attributes in the physical environment influence the overall play flow and the interactive effects of natural material and digital material. Ecologically, the forest and the forest with digitally enhanced artefacts were more diverse than the traditional playground, but the natural material present was important for play in all settings.

  • 2.
    Zhu, Hui
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Real Estate Business and Financial Systems.
    Understanding Customers in AI-empowered Financial Advisory Systems and Services: An interdisciplinary study of Robo-advisors2023Licentiate thesis, comprehensive summary (Other academic)
    Abstract [en]

    AI-empowered financial advisory services, also known as robo-advisors, present both innovations and challenges as they replace human financial advisors, reshape customer service, and attract customers with different characteristics than their predecessors. Therefore, it is more important than ever for financial service providers to understand customers’ perception and experience of using robo-advisors on the service front line. However, our systematic literature review indicates that research on robo-advisors is scattered across different disciplines with a narrow focus on sharing knowledge across fields. Moreover, empirical studies on robo-advisors have primarily focused on customer acceptance and intentional behaviors, often based on data collected through surveys. Also, these studies have paid less attention to the role of robo-advisor design and the context in which customers interact with fully functional robo-advisors in real-life situations. To address these gaps, this thesis aims to synthesize interdisciplinary knowledge and identify gaps in the research on robo-advisors. It also aims to explore customers’ experience of using and interacting with robo-advisors and how the experience affects their perception and adoption of the service. By conducting a systematic literature review and a qualitative user study, this thesis finds that customers’ perceptions of robo-advisors often do not meet their expectations. Nontransparency and incomprehensible information about the system’s decision-making are significant barriers to customers’ adoption of robo-advisors. This thesis contributes to a deeper understanding of customers in AI-empowered financial advisory services by using theories and approaches across different disciplines. It also provides practical implications for practitioners in the robo-advisory service industry.

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  • 3.
    Zhu, Hui
    et al.
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Real Estate Business and Financial Systems.
    Faradynawati, Ida Ayu Agung
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Real Estate Business and Financial Systems.
    Jääskeläinen, Petra
    KTH, School of Electrical Engineering and Computer Science (EECS), Human Centered Technology, Media Technology and Interaction Design, MID.
    Can AI evoke customers' sustainable investment preferences? A user study of Robo-advisors2023In: The 2023 International Conference on Sustainability, Environment, and Social Transition in Economics and Finance (SESTEF 2023), 2023Conference paper (Refereed)
    Abstract [en]

    AI-empowered financial advisory services (or robo-advisory services) emerge as one of the channels to attract customers to invest in financial products that integrate the environment, social, and governance (ESG) criteria to their investment objectives. This reasoning is often based on the assumption that AI is more transparent in fees and unbiased than conventional human advisors, while at the same time, lowering the entry bar for young and low-budget customers. In automated services with little or no human intervention, users’ experience and ability to use this type of service play a critical role in supporting consumer investment decisions. However, the impact of robo-advisor user experience towards customers’ preference for sustainable investment choices has not been addressed by previous studies. In the long run, can robo-advisory services significantly support or promote a more sustainable investment portfolio to customers? We provide initial insights on these questions based on a mixed-method user test, including a pre-test survey, observations of robo-advisor usage, and a post-test retrospective interview. The preliminary results show that this AI-empowered system and its service have not fulfilled the expectations to support customers’ sustainable investment decision-making due to the lack of comprehensible information and transparency. Firstly, we explain the relationships between customers’ intention to select a sustainable portfolio with their features and attitudes towards AI. The observation and interview data reveal that a standardized definition and criteria of sustainable investment and portfolios are needed for customers to establish a fundamental understanding of this service. Also, customers demand more explanations in the final recommendation automatically generated by AI.

  • 4.
    Zhu, Hui
    et al.
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Real Estate Business and Financial Systems.
    Sallnäs Pysander, Eva-Lotta
    KTH, School of Electrical Engineering and Computer Science (EECS), Human Centered Technology, Media Technology and Interaction Design, MID.
    Söderberg, Inga-Lill
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Real Estate Business and Financial Systems.
    Not transparent and incomprehensible: A qualitative user study of an AI-empowered financial advisory system2023In: Data and Information Management, ISSN 2543-9251, article id 100041Article in journal (Refereed)
    Abstract [en]

    AI-empowered and algorithm-driven automated financial advisory systems, also known as Robo-advisors, have been rapidly implemented by service providers and customers in financial service markets. Yet, few empirical studies investigate customers’ experience interacting with fully functional Robo-advisors in real-life scenarios. Also, it is still unknown how the design of the automated system can affect customers’ perception and adoption of this new technology. To mitigate these gaps, 24 participants with different levels of experience and understanding of financial investment were asked to use a Robo-advisor from a retail bank and perform the tasks. By conducting observations and retrospective post-test interviews, we find that participants do not fully perceive the social aspects supposed to be provided by Robo-advisors. The overarching problems are, among others, a lack of transparency and incomprehensible information. This results in distrust of the results generated by this system, which negatively affects customers’ adoption of the investment advice provided by the Robo-advisor. The potential of interactive data visualization is also detected. This work contributes to the understanding of customers regarding their perception and adoption based on their use of a functional Robo-advisor and proposes design takeaways for transparent and comprehensible automated advisory systems in financial service contexts.

  • 5.
    Zhu, Hui
    et al.
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Real Estate Business and Financial Systems.
    Vigren, Olli
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Real Estate Business and Financial Systems.
    Söderberg, Inga-Lill
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Real Estate Business and Financial Systems.
    Implementing AI-empowered Financial Advisory Services: A Literature Review, Integrative Framework, and Critical Research AgendaManuscript (preprint) (Other academic)
  • 6.
    Zhu, Hui
    et al.
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Real Estate Business and Financial Systems.
    Vigren, Olli
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Real Estate Business and Financial Systems.
    Söderberg, Inga-Lill
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Real Estate Business and Financial Systems.
    Implementing AI-empowered Financial Advisory Services: A Literature Review, Integrative Framework, and Critical Research AgendaManuscript (preprint) (Other academic)
  • 7.
    Zhu, Hui
    et al.
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Real Estate Business and Financial Systems.
    Vigren, Olli
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management, Real Estate Business and Financial Systems.
    Söderberg, Inga-Lill
    KTH, School of Architecture and the Built Environment (ABE), Real Estate and Construction Management.
    Implementing artificial intelligence empowered financial advisory services: A literature review and critical research agenda2024In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 174, article id 114494Article in journal (Refereed)
    Abstract [en]

    Robo-advisors, also known as robo-advisory services, significantly reshape customer service in financial advisory industries, transforming retail investor markets by substituting human financial advisory experts with artificial intelligence empowered services. However, existing literature remains scattered across disciplines, with theories on financial customer service predominantly focused on Internet banking, neglecting artificial intelligence empowered interactions. Thus, service providers need a framework for implementing robo-advisors in frontline service and researchers require an advanced agenda to stimulate future research. Through a systematic, interdisciplinary literature review based on Belanche et al.’s service robot framework, this article contextualizes service robot theories into financial advisory services, synthesizing knowledge on artificial intelligence empowered customer service. We contribute to literature on service robots by contextualizing, refining, and extending the original framework by Belanche et al. and by developing a research agenda with critical perspectives. Moreover, the study yields practical and theoretical insights into artificial intelligence empowered financial advisory services.

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