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Advisory services are ritualized encounters between an expert and an advisee.Empathetic, high-touch relationship between those two parties was identified asthe key aspect of a successful advisory encounter. To facilitate the high-touchinteraction, advisors established rituals which stress the unique, individualcharacter of each client and each single encounter. Simultaneously,organizations like banks or insurances rolled out tools and technologies foruse in advisory services to offer a uniform experience and consistent qualityacross branches and advisors. As a consequence, advisors were caught betweenthe high-touch and high-tech aspects of an advisory service. This manuscriptpresents a system that accommodates for high-touch rituals and practices andcombines them with high-tech collaboration. The proposed solution augmentspen-and-paper practices with digital content and affords new materialperformances coherent with the existing rituals. The evaluation in realisticmortgage advisory services unveils the potential of mixed reality approachesfor application in professional, institutional settings. The blow-by-blowanalysis of the conversations reveals how an advisory service can becomeequally high-tech and high-touch thanks to a careful ritual-oriented systemdesign. As a consequence, this paper presents a solution to the tension betweenthe high-touch and high-tech tendencies in advisory services.

Pen-and-paper Rituals in Service Interaction: Combining High-touch and High-tech in Financial Advisory Encounters