While consumers expect banking Web sites and apps to be secure, they do not want to be impeded by the necessary steps to ensure security.
This is according to Helga Letowt-Vorbek, a senior consultant at Mantaray, a usability consultancy in the Internet and mobile space. Letowt-Vorbek says an example of the necessary balance between user experience and security is authentication or the steps the user takes to log into a banking Web site.
Letowt-Vorbek says South African banking sites are behind international best practices in terms of authentication. According to her, this is because, in SA, it is not easy for people to log into online banking sites.
Most local banks do not let users choose their own usernames and passwords for online banking, Letowt-Vorbek explains. She points out that while this is done for security reasons, studies have shown that users are more likely to forget usernames and passwords that they have not chosen themselves.
Letowt-Vorbek adds that when users forget these login details, they have to go into the bank's branch before they can use Internet banking again.
According to Letowt-Vorbek, it is essential that developers keep their market in mind when designing mobile apps and mobi sites. She says developers often design apps and mobi sites with the bank's Web site in mind; however, many users of mobi sites have never accessed the Internet via a computer.
Moreover, according to Letowt-Vorbek, not all the elements of an Internet site translate easily to a mobi site or mobile app. She uses the example of drop-down menus, explaining that while these work well on Web sites, not all handsets support a drop-down function.
Letowt-Vorbek is one of the speakers at the upcoming UX Masterclass, a biannual user experience class hosted by the UXalliance. The class will focus on issues that have to be addressed when creating products that deliver a good user experience.
Letowt-Vorbek's presentation is based on a global study of 31 banks, looking at their login requirements, functionality and what is required from customers to use the banking services. She will consolidate the findings and present key lessons learnt from the study.
The UX Masterclass will take place at the Rosebank Hyatt Regency, in Johannesburg, on 30 March. Seats cost R3 000 per delegate, with a group discount available for three or more delegates at R2 500 per seat. For registrations, click here, or e-mail Letowt-Vorbek at helga@mantaray.co.za.
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