Perception of security in mobile banking — crucial for mass adoption

  • Keep users continuously up-to-date by being transparent about the transaction process, constantly providing feedback about actions that are happening. Show what’s happening ‘behind the curtains’, in an easy to understand way. Learn from best practices in retailing and shipping, such as amazon or AliBaba.
Example of Amazon’s track and trace functionality
  • Provide visual cues of the security by iconography and animations that symbolize trust and security
Examples of using iconography for improving security perception
  • Assure users that their data is safe and encrypted, for example by using metaphors like a vault, a closing chain or bridge, or by stating that — although using a public Wi-Fi — all transferred data is packaged and unreadable for third parties
  • Explain two-way verification and why it’s needed (and enhancing security). A second identifier will assure people of more safety
  • Provide direct help by showing (other) self-service channels such as live chat or video-help, as ways to improve overall help and ease of mind
Apple’s 2-way verifications UI design
Google’s 2-way verifications UI design
Mobile maturity matrix — found on Wired.com

What can we learn from this?

What we can take away from this is that you always have to do the research. Assumptions are the mother of all f*ck-ups, and that’s something I can’t emphasize enough. You cannot just assume that a certain demographic, psychological or geographical segment behaves identical the another (e.g. in terms of digital maturity, needs around protection, age range, etc.)

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Frank Van De Ven

Frank Van De Ven

Strategy Director @Umvel. Love innovation, technology and creating better, user-centered experiences. See https://umvel.com