Participatory design approach emphasizes user involvement to contribute to interactive systems throughout the design process. The potential user participates in many activities in different physical meetings and workshops. This approach helps the designers to develop better tools to support users work but it is difficult to get them to co-design at the same place and time for many reasons. I have also experienced this kind of difficulty in the school projects involving users in the design process. Many new technologies nowadays have been introduced and used for different purposes so I have asked myself how I can use this to get control over this kind of difficulty. And how to bring people together online to co- design instead of having any physical workshops. Today, many online technologies are used to facilitate PD activities and bring the potential users together regardless of time and space. Some researchers have investigated online media platforms that people are familiar with, for example Facebook to reach their users. Some of them use online tools developed for conducting participatory design online.This study investigates how to design remote/online meeting formats to engage people with different media habits in the early stages of participatory design to get inspiration for redesigning a website. It is very important for a participatory design at a distance to understand and adapt to individual media habits and technological skills because this aspect is crucial for the success of bringing the participants together online and persuade them to contribute including making them willing to involve and perform their online work tasks. The project facilitator should get to know already in the beginning of the project about different communication ways that each participant prefers and usually uses in their daily life. To make sure that the facilitator can reach the potential users and bring them to collaborate online and give their contribution to a design in time. This study shows also that the relation between the participants and the temple or the facilitator is crucial for the success of getting them to contribute. Another aspect that the facilitator needs to take into account is to know about the users’ technological background. This can be used as basic information to choose online tools or media platforms to design online meeting formats to engage people in the design process. The tools that match the participants’ skills make them focus more on their work tasks rather than technical issues. But even if someone has high computer skills, it does not mean that he wants to work with whatever tools in some online activities, the facilitator has to adapt according to what they prefer or give them choices and flexibility. In addition, it is not enough only to observe and provide different channels for the participants to get feedback. It is hard to observe people working online and not everyone says what they think to the facilitator. To know how the users interact with and think about different online meeting formats during the design project by doing feedback interview after each PD stage helps the facilitator to improve online meeting formats for the next steps. The facilitator gets possibilities to repeat and clarify some issues during the project, encourages the participant to continue or contribute more, and prepares them for the next steps. The participants get better understanding of the project and motivation to move on.

Finansiell rådgivning är en tjänst som karaktäriseras av att det är en aktivitet som ett företag utför för att möta kundens behov. Interaktionen mellan den finansiella rådgivaren och kunden är därmed betydelsefull. Då en interaktion består av två parter är det även relevant att studera den finansiella rådgivarens perspektiv. Syftet med studien är att bidra med förståelse för de utmaningar som finansiella rådgivare upplever i det digitala rådgivningsmötet. För att kunna uppfylla syftet med studien har en kvalitativ forskningsmetod använts. Det empiriska materialet bestod av sju semistrukturerade intervjuer med finansiella rådgivare. Studiens resultat visar att de finansiella rådgivarna upplever att det digitala rådgivningsmötet fungerar relativt väl. Dock upplever de finansiella rådgivare som har intervjuats att det finns vissa utmaningar i det digitala rådgivningsmötet. Resultatet visar att det uppstår olika utmaningar i de olika faserna i rådgivningsprocessen. / Financial advice is a service that is characterized by the fact that it is an activity that a company performs to meet the customer's needs. The interaction between the financial advisor and the client is thus significant. As an interaction consists of two parties, it is also relevant to study the financial advisor's perspective. The purpose of the study is to contribute with an understanding of the challenges that financial advisors experience in the digital advisory meeting. In order to fulfill the purpose of the study, a qualitative research method has been used. The empirical material consisted of seven semi-structured interviews with financial advisors. The results of the study show that the financial advisors feel that the digital advisory meeting works relatively well. However, the financial advisers who have been interviewed experience that there are certain challenges in the digital advisory meeting. The results show that different challenges arise in the different phases of the counseling process.

Förändringen av dagens bankmarknad sker successivt, en ny form av bankkontor med digitalisering etableras samtidigt som fysiska bankkontor avvecklas. Digitaliseringen har lett till att bankerna utvecklat en ny rådgivningstjänst, onlinemöte, som innebär att banker kan erbjuda finansiell rådgivning på valfri plats. Technology acceptance model och institutionell teori är diskuterade forskningsområden men är relativt outforskade i den empiriska kontexten för finansiell rådgivning via onlinemöte. Tidigare forskning har redovisat att faktorerna företagsimage, upplevd säkerhet samt webbplatskvalitet har en påverkan på bankkunders förtroende, men framhävt faktorn förtroende som avgörande vid acceptans av online-bankingtjänster. Studiens syfte är att skapa en förståelse gällande bankkunders acceptans av den nya rådgivningstjänsten onlinemöte. Studien har en positivistisk och deduktiv ansats som tillämpats i form av hypotesprövning. En kvantitativ metod präglar studien som genomfördes med datainsamlingsmetoden internetenkät. Resultatet av studien har baserats på 118 respondenter. Studiens resultat påvisar att bankkunder framhäver faktorn förtroende betydelsefull för dess acceptans av finansiell rådgivning via onlinemöte. Faktorn förtroende förklaras ha en medierad roll genom att faktorerna upplevd säkerhet och företagsimage kan reglera bankkundernas förtroende till rådgivningstjänsten onlinemöte. Faktorerna upplevd säkerhet och företagsimage påvisas medierade av faktorn förtroendet, eftersom de inte kunde påvisas ha signifikant direkt effekt för acceptans av rådgivningstjänsten onlinemöte. En begräsning i studien har varit att endast respondenter som genomfört ett traditionellt rådgivningsmöte via ett bankkontor har studerats. Studien bidrar med ett värde till Sveriges banker eftersom studien påvisar att faktorerna är betydelsefulla att beakta vid etablering av den nya rådgivningstjänsten onlinemöte. / The ongoing changes in today's banking market is taking place gradually, a new form of bank branches with digitization are established while the physical bank branch shuts down. Digitalization has led to banks developed a new financial advisory service, online meeting, which means that banks can provide their banking clients with financial advice at any location. Technology acceptance model and institutional theory are widely researched and debated research fields but have a research gap within the context of financial advice through online meeting. Previous research has identified that corporate image, perceived security and website quality has an impact on banking customers' trust, but trust is emphasizing as important for acceptance of online banking services. The purpose is to create an understanding of the banking customer’s acceptance of online meeting. The study has a positivistic and deductive approach, applied by hypothesis tests. A quantitative method characterizes the study and were conducted using an internet survey. The result of the study is based on 118 respondents. The results indicate that banking customers emphasize trust as important for the acceptance of online meetings. Trust declared a mediating role because perceived security and corporate image can regulate banking customer trust to online meetings. Trust has a mediating role because perceived security and corporate image couldn’t show a significant effect on the acceptance of online meeting. The study is limited to have researched only respondents who had completed a traditional financial advice session through a bank branch. The study contributes with value to the banks, because it can be demonstrated that these factors are important to take into account with the establishment of online meeting.