Gary Douglas

User perceptions of security, convenience and usability for ebanking authentication tokens

This research compared three different two-factor methods of eBanking authentication. Three devices employing incremental security layers in the generation of one time passcodes (OTPs) were compared in a repeated-measures, controlled experiment with 50 eBanking customers. Attitudes towards usability and usage logs were taken for each experience. Comparisons of the devices in terms of overall quality, security and convenience as perceived by participants were also recorded. There were significant differences between all three methods in terms of usability measures, perceived quality, convenience and security ratings - with the perceived security ratings following a reverse order to the other measures. Almost two thirds of the participant sample chose the device they perceived the least secure as their preference. Participants were asked to use their preferred method again and tended to find their chosen device more usable. This research illustrates the usability-security trade off, where convenience, quality and usability are sacrificed when increasing layers of security are required. In their preferences, customers were driven by their attitudes towards usability and convenience rather than their perceptions of security.

Usable security: User preferences for authentication methods in eBanking and the effects of experience

Multi-factor authentication involves the use of more than one mode in authentication processes and is typically employed to increase security compared to a fixed password (knowledge-based mode). This research compared three different eBanking authentication processes, a two-layer password (1-factor) method and two alternative 2-factor solutions. The 2-factor processes used One-Time-Passcodes (OTPs) delivered either via a small, single-use device or by text message to a mobile phone. The three authentication methods were compared in a repeated-measures experiment with 141 participants. Three user groups were balanced in the experiment to investigate the effect of experience (current users of the service) on perceptions of usability and security. Attitudes toward usability and observations were taken for each process. Other data gathered quality ratings, preferences and ranked comparisons regarding convenience and security issues. Both 2-factor methods scored significantly higher than the 1-factor method for eBanking authentication usability metrics overall, but experienced users gave higher scores to the 1-factor method they currently use. Overall preferences were spread evenly between the three methods. However, the majority of the participant sample perceived the 1-factor method they had most experience with as being the most secure and most convenient option. The results offer insight into customer attitudes important in their selection of authentication options: convenience, personal ownership and habitual experience of processes.

A usability comparison of three alternative message formats for an SMS banking service

The study reported here compares the usability of three types of message input format: Abbreviations, Numbers and Free-Form as alternatives for a Pull SMS banking service. Participants (N=74) used all three formats to carry out three banking transactions in a repeated measures experiment. The Abbreviations and Numbers versions of the service performed to generally equal levels in all metrics. Free-Form performed the worst as participants took significantly longer to complete tasks and it received significantly lower overall questionnaire and quality scores for satisfaction. The older age group found all three versions in general to be less usable than the younger age group. They took longer on the tasks, had lower completion rates and they also gave each version a lower overall mean satisfaction score.

Incentive schemes in the financial services sector

Purpose – The purpose of this paper is to show that new technologies have significantly changed the way that customers interact with their bank. Whilst a trip down to the local branch was mandatory in the past for a customer to do their banking, all that is required now in many situations is simply to send a text message or log on to the internet. However, the idea of exploiting customer competency with new technologies to create new distribution channels has become a double‐edged sword. Although the distance between the bank and its customer is shortened in that direct contact can be established within a matter of seconds with these new technologies, the impact on the customers perceived relationship with the brand remains an issue of strategic importance that needs to be evaluated. In order to exploit the advantages of technology, a full understanding of the factors and processes involved in the customer‐brand relationship associated with use of self‐service banking channels is necessary.Design/methodo...

On the role of SMS for transaction confirmation with IVR telephone banking

Purpose – The purpose of this paper is to deliver empirical results on the effects of (out‐of‐band) short message service (SMS) confirmation messages after transactions have been completed in an automated interactive voice response (IVR) telephone banking service. The research seeks to discover if SMS confirmations have a positive effect on customer relationship to furnish evidence for a proposed business case for a multi‐channel banking service. The paper aims to offer results on customer attitude on the role of SMS with IVR as a multi‐channel customer relationship management (CRM) strategy in digital banking.Design/methodology/approach – The methodology is an empirical study based on a controlled laboratory experiment using bank customers as participants. Questionnaires and user observation techniques were employed to collect quantitative and qualitative data, which were analysed using repeated measures ANOVAs.Findings – Transaction confirmation is shown to be important to customers – whether by an SMS ...

Usability Study of Fingerprint and Palmvein Biometric Technologies at the ATM.

The usability of four biometric ATM designs were assessed in comparison to an existing ATM. Participants (N=46) were observed using two biometric technologies (palmvein and fingerprint) at two positions (horizontal and vertical) on the ATM in a repeated measures design. Measures included a usability attitude questionnaire, a quality metric and data from interviews and observation. Usability scores for the ATMs with biometric sensors were comparable to scores for the existing ATM even though they added an extra step to the typical ATM process. No differences were found in usability scores between palmvein and fingerprint sensors on the ATMs, or for the different positions. The quality results were more emphatic with a definite preference for horizontal positioning of sensors on the ATM, which corresponded with observations and participant comments. The horizontally-mounted fingerprint sensor was rated significantly higher in comparison to the existing ATM. Participant preference also favoured the fingerprint sensor over the palmvein sensor. It is argued that the quality metric results picked up on issues of security, whereas the usability results did not. There was a clear divide in the rankings of the existing ATM with equal scores ranking it first and last. Nearly 20% of the participants said they would not register to use biometric technologies. It is not clear how much of this is due to usability issues or underlying negative attitudes towards biometrics. Observations and comments from the participants point to the importance of improving user feedback in future designs.

Multimedia Technology in the Financial Services Sector: Customer Satisfaction with Alternatives to Face-to-Face Interaction in Mortgage Sales

Participants N=71 took part in mortgage interviews with a human agent interacting with a computer using four different communication modes: a standard video ink, a video link with video-data, the telephone and face-to-face. Video-plus-data came significantly higher in the rankings than phone. It is argued that video-plus-data was found to be more useful than phone, as it provided the participants with more feedback on their mortgage negotiation. Usability and preference were highest for face-to-face. Usability of video was significantly higher than video-plus-data. Comments made by the participants suggest that this may have been due to the split-attention effect and it is argued that this could be diminished by usability improvements. There were no significant differences in usability between the two video services and the telephone. Reasons for this are explored. Differences between genders were also discovered with the phone being judged to be less usable by male participants. If face-to-face mortgage interviews are to be supplemented by other communication channels then users would find video-plus-data the most acceptable, but there is much room for further improvements in usability.

A Usability Comparison of SMS and IVR as Digital Banking Channels

In this paper, the authors compare the usability of SMS mobile banking and automated IVR telephone banking. Participants N = 116 used SMS banking and IVR banking to find their account balance in a repeated-measures experiment. IVR banking scored higher for usability metrics: effectiveness, attitude, and quality. There was no clear difference in rank order of preference between the two channels. Participants gave positive comments regarding speed and efficiency with SMS banking, but had serious doubts over the security of the SMS channel, impacting consumer trust in SMS banking. The authors argue that usability problems and security concerns are a major factor in the low adoption of SMS mobile banking. Older users were less positive in general to SMS banking compared with the more established IVR banking. Older users had lower first time completion rates for SMS banking and gave IVR banking higher attitude and quality scores.