putting people first

by experientia
by experientia
26 May 2010

Mobile banking: mediated use

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putting people first
by experientia

CGAP
Jan Chipchase (frog design and until recently an acclaimed user researcher/anthropologist at Nokia) reflects on the topic of technical and textual illiteracy in the context of mobile banking, and the role of privacy within the mediated use illiterate people often need to rely on.

“Textual and technical illiteracy is often cited as a barrier to the adoption of services and by default the benchmark for success is often set at ‘understanding and completing the task by oneself’. However if there are ‘literate’ people nearby to what extent does it matter that the user is illiterate?

‘Mediated use’ is simply recognising that part or all of a task or process is mediated through others.

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We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

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