Development of a sensory environment capable of immersing the client of a banking agency in a digitized environment, based on the principles of ubiquitous computing, Internet of Things and tangible user interfaces

Abstract

Currently, technologies reach high levels of interaction, especially in the use of mobile applications and internet, submerging users more and more in the reality of the Internet of Things (IoT). In addition, computers become part of the living environment of human beings, evolving into smaller and more interconnected models in daily activities, making the concept of ubiquitous computing a reality (Weiser, 1999). Concomitant to this, the tangible user interfaces or TUIs term used to conceptualize input and / or output peripherals that have their own meaning associated with what it represents, and make the interactions with computational systems become more realistic. In this same scenario the term phygital emerges, a concept that aims at a change to improve the underlying architectures, such as mobile, and will simultaneously increase the perception of value of the products or services of a company through the complementation of concrete reality activities with functionalities obtained with the use of digital technology, making possible new consumer experiences (ARORA and GADIA, 2017). On the other hand, integrating devices capable of capturing user information is making it possible to take advantage of data, and according to Peral, (2018) data volumes will grow exponentially, and it will be necessary to create tools for the analysis of this data, which will be increasingly autonomous, connecting this trend with others, such as Artificial Intelligence and Machine Learning.This includes the example of the financial sector, such as fintechs (financial startups) and purely digital banks such as Nubank and Next, which offer fully digital operations. And, on the other hand, the physical banks of traditional banks that have perfected their web and mobile channels, but due to contractual and regulatory issues, can not keep up with the evolution of the operations of digital banks and to that end corroborates the phygital. This rapid digital evolution has created a gap between the experiences currently offered by banks and what they could offer. Emerging digital banks have noticed this gap and are exploring the same. Already, existing traditional banks can wait for the impact or use phygital to seize the opportunity (ARORA and GADIA, 2017). In addition, as stated by Azevedo (2016), the medium- and long-term trend is for banks to use big data to offer customized services and products. And the big challenge is how to use these emerging technologies (IoT, Machine Learning, big data, among others) to make the financial sector, more specifically the traditional phygital banks, integrating different communication protocols and a massive amount of data .In this sense, the objective of this research project is to evaluate the technical feasibility of developing and developing a phygital system applied to traditional banks, using technology tools that still present many challenges, such as IoT platforms, virtual assistants and augmented reality. To do so, it will be necessary to define the best possible physical environment for the execution of phygital applications, as well as the sensors and actuators best suited to support these applications. Concurrently, we develop an architecture that promotes the integration of these sensors, as well as intermediary software and database, performing the integration from modern technological concepts.From the finalization of this project, and obtaining this phygital system, it is expected to obtain as results the phygital experience of clients, that is, once they come into contact with the immersive environment, that clients perceive that they are interacting with an environment through the actions taken in the real environment where they are present. (AU)