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  • service The cost of preventative security has become cheaper than compensation and additional measures are now being implemented Enter the Token Card reader PINsentry Defender Secure key device AKA two factor authentication or 2FA The point of the device is to generate codes on a device independent of the device accessing internet banking making it almost impossible to hack So what are consumers saying about these devices It essentially boils down to two things a convenience vs security and b behaviour With internet banking security always wins out The inconvenience of using a device is perceived to outweigh the hassle and personal invasion if accounts are compromised The net effect of 2FA implementation is a shift in behaviour Frequent confident users adapt If the device is small and portable it will be carried if not banking tasks will be restricted to the location of the device typically home or work Unconfident users welcome the additional security a commonly cited reason not to bank online so migrate online although tentatively In conclusion 2FA devices don t drive customers away Most if not all will adapt but make it easy for the frequent confident customers by providing a device that s easy

    Original URL path: http://www.foolproof.co.uk/thinking/two-factor-authentication/ (2016-02-14)
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  • cashless festivals so we were really interested in what we would find As a team we were responsible for evaluating the customer experience of people in the VIP area of the festival using the wristbands compared to more traditional means of payment recording perceptions prior to and after usage We used a combination of pre registration questionnaires quantitative surveys conducted via iPad in the VIP tent and qualitative depth interviews and the responses were fascinating However what was important to me on this occasion was actually getting to see people s customer experience at the bar and cafe area and then talking to them first hand about their experiences Although I have long been an advocate of customer insight and gathering feedback through design process there is nothing quite like seeing it and hearing it first hand to give you a thorough understanding of user behaviour I found it thoroughly riveting interviewing users over the two days and given that I interviewed roughly 60 people in that time it was fairly intense There is nothing more exciting to me than watching new technologies being adopted especially at such a conceptual stage in development I can t wait to see what

    Original URL path: http://www.foolproof.co.uk/thinking/contactless-payment-a-winwin/ (2016-02-14)
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  • number of fairly intimidating warnings about not taking protection No ability to interrogate the PPI product It was common practice for PPI to be offered under meaningless names such as Gold Cover or Silver Plus with little ability to interrogate further There was often no clear content that would explain what PPI was why it was potentially valuable and most importantly who would be covered and in what circumstances Selling PPI in a more transparent way became one of the main recommendations from our research Our design principle in the report was Let PPI sell itself this was pretty good advice We even went on to show how this could be done improving information resources and allowing customers to stream themselves on the basis of their attitudes to PPI However while there was poor oversight from the regulator what were they doing for over a decade the short term gain from selling PPI inappropriately outweighed the preferences and opinions of customers The lesson here is that user research will tell you something needs fixing long before the courts or the regulator does Banks need to decide how they trade off the long term value of their brands against short term sales revenue The last decade was littered with bad calls in this area pensions mis selling unfair current account charges credit card penalty fees sub prime and self certification mortgages All of these have started to persuade many consumers that banks are their adversary not a trusted partner Right now the high street banks are starting to show a much greater focus on being customer centred The opinions of customers have a much better chance of getting through to senior decision makers The big question for the next decade is how much influence those opinions will carry at board level

    Original URL path: http://www.foolproof.co.uk/thinking/rip-ppi/ (2016-02-14)
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  • on Facebook and twitter is a great way to turn satisfied customers into powerful brand advocates and will provide Aviva with some fantastic learning in the area of nudge economics the power of small highly targeted and personal messages rather than a blanket one size fits all marketing approach However when it comes to linking promotional offers to those postings it will require a lightness of touch and a detailed understanding of social behaviour to avoid eroding the trust that all social networks rely on Linking offers from a Brand to a customer s post effectively turns a reference into an advertisement and how many of us would be cynics would soon start to question whether a friend was actually getting a discount or a small cut of any business generated by the advert they posted There is no suggestion that rewarding customers is part of the service that Aviva are currently offering but it is quite easy to see that it is not a very big step for some other Brands to go from encouraging people to post their positive experiences to actively incentivising them to do so With brands finding more and more ways to infiltrate our social networks blurring the lines between genuine impartial self motivated advocacy and the more ambiguously motivated Brand prompted advocacy may not be successful in the long term 0 0 0 0 Related content Here s a selection of other articles you may like from the frontiers of user experience or view all in Thinking Contactless payment a win win By Foolproof Is social research part of your UX toolkit By Elsa Plumley NFC wristbands enhance the festival experience By Peter Ballard Financial services Social media Peter Ballard I co founded Foolproof with Tom Wood back in 2002 Today I work across

    Original URL path: http://www.foolproof.co.uk/thinking/its-all-good!/ (2016-02-14)
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  • experience and years of research within the banking industry Brett explained how the speed of changing behaviours and preferences of customers linked with the emergence of new technology has left most banking organisations struggling to respond One of the roadblocks for banks trying to adapt to changing consumer behaviour is organisational design In particular who in these organisations has a channel independent view of the customer In our work with ecommerce teams we often meet clients who totally understand the importance of following changing customer behaviour and have a clear vision of how to change the channel they are responsible for to better match the needs and preferences of their customers However it comes unstuck whenever these efforts have to cross channels The simple fact is that most institutions are organised in silos It is hard to find anyone who has a view and authority over all channels And as Brett points out the relative status of the channel heads often reflects the old world where branch and telephone are seen as bigger jobs then those responsible for digital channels The companies that we have seen have the most success are those that have created senior job board level roles with a genuinely multi channel Customer Experience view Only then can the customer experience follow the customer as they choose the channel that works best for them usually at a transaction level rather than a permanent preference If you work in banking or in a multi channel financial services business Brett King s book Bank 2 0 is definitely worth a read 0 0 0 0 Peter Ballard I co founded Foolproof with Tom Wood back in 2002 Today I work across a range of clients particularly in the roles of Experience Planner and Client Partner In my role as

    Original URL path: http://www.foolproof.co.uk/thinking/the-changing-banking-landscape/ (2016-02-14)
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  • t moved on very far from our last OSS study in this sector a couple of years ago Here s my top 5 differentiating servicing functions and attributes that credit card providers should be investing heavily in to help attract and more importantly retain their customer base Balance and summary info This should be the focus of the servicing area landing page Bill payment and direct debits Help people pay their bills by making debit card payments quick and efficient Minimise handling and processing times Transactions and statements Should be incorporated into a single space only the most organised users will know their statement dates so access to historical statements from the transaction area is a very good idea Even better make this content searchable Registration Can be achieved in three steps Over complication however valuable the additional data is perceived in the business will affect conversion ID from users credit card and personal info Security clearance with data captured at the initial application mother s maiden name date of birth etc Set up of online username password and additional security question s Orientation and awareness Task focused users only ever use a sub set of features to satisfy their

    Original URL path: http://www.foolproof.co.uk/thinking/credit-cards-top-tips-for-online-servicing/ (2016-02-14)
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  • are very task focused when banking online and are unlikely to browse out of curiosity One of our recommendations was to create a hints and tips banner on the IB landing page that could be updated on a regular basis Facebook recently scorned for its redesign which was pushed out to users with no warning appear to have learnt their lesson On a recent visit to the site I encountered a very elegant approach to help users re orientate to another design change This approach is exactly what any site should do to help users following a redesign and is equally useful as a regularly used feature to educate visitors on underused features of IB Banks take note If you wonder why IB registered users come into a branch to make for example international payments it s not because they like leaving work early to come and queue at a branch for an hour before it closes it s because they don t know they can do it online Ironically there are people on standby in branches to do just that and assist with the array of self service machines Yet online there s typically no readily available guidance and

    Original URL path: http://www.foolproof.co.uk/thinking/educating-users-on-ib-features/ (2016-02-14)
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  • Very few people click through to purchase directly from a comparison site Instead they seem to use the data as input into their purchase decisions clicking back to Google to carry on shopping rather than onwards to buy So why is this Instead of just comparing easy to rank criteria interest rates say in the example of current accounts more complex and nuanced such as aspects of brand experience become important For example What will it be like to be a customer or What s the bank s position on fees and charges Comparison sites don t provide this level of insight Instead we ve seen an increasing number of users exploring review sites Like comparison sites they provide a useful starting point for further investigation but they also act as a reference point later on in the decision making process Review sites such as Ciao provide an independent view of the market opinions and satisfaction ratings are based on real life experiences and the site is becoming increasingly populated with user reviews This compelling content is more powerful than any content that a provider can publish on its own site Moneysavingexpert is also very influential it editorialises whittling choice down to a few recommended options As review content continues to grow in volume and visibility we believe shoppers will continually evaluate aspects of customer service and satisfaction when comparing products online Overall customer experience will become an increasingly important factor in decision making not just price Currently comparison sites are popular with consumers but as an early reference point in the shopping process We predict a move towards the consolidation of comparison content consumer review and ratings sites and expert review sites Sites that start to combine all three types of content as moneysupermarket is starting to do are

    Original URL path: http://www.foolproof.co.uk/thinking/compare-contrast/ (2016-02-14)
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web-archive-uk.com, 2017-12-17