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Are you locking customers out? Security should not come at the cost of user experience

As every brand moves into the online space, security vs usability are increasingly pitted against each other.

Online retailers and services striving to protect customer data and transactions tend to require customers to set ever-more complex passwords, and to change them regularly. Meanwhile, information security experts warn that consumers should not use the same (easy-to-remember) passwords across all their online accounts. The end result of these ongoing efforts to lock criminals out is deeply frustrated consumers generating memes about the infernal complexity of generating and remembering Th0$eD@rnP@$sWorD5noB0(|Yc@Nr3m3Mber!!

If a user can never remember the complex combinations of letters, characters and numbers each time they have to login into a digital account, or it becomes cumbersome to do so, they have three options – not to use the etailer or service at all, opt for easier passwords, or use the same password for multiple accounts.

Adding to the security hurdle for customers, e-tailers and services may add layers of security – like a one-time password over SMS, or in the case of online banking, by using a hardware token for login. This too can prove frustrating for consumers, particularly if their one-time password is delayed by a mobile signal dead zone, or they are travelling abroad with no roaming activated, or because they must navigate away from their transaction app on a mobile device to retrieve the necessary password.

In a highly competitive market, user experience (UX) is everything, and delaying the transaction process or annoying customers presents the very real risk of them taking their business elsewhere.

A well-designed user interface could raise your website’s conversion rate by up to a 200%, and a better UX design could yield conversion rates up to 400%, according to Forbes, and the same will be true of any digital experience.

But at the same time, security remains crucial, and any breach of customer or transactional data could be devastating for the organisation.

Overcoming this conundrum, Myriad is working to deliver both an excellent UX and advanced security. Ensuring that retailers and service providers no longer have to choose between UX and security, Myriad’s out of band (OBA) authentication service provides and additional layer of security, over and above username and password, as a second factor of authentication.

Crucially – it does not disrupt user experience. There is no need for the consumer to copy a password from an SMS into an app or online channel, or to carry a piece of hardware in order to access their bank account online. In addition, SIM swap detection is silently done in the background, further securing the transaction and the user, without interrupting their experience.

Myriad’s OBA service is delivered to any device – feature phone or smartphone, regardless of data connection – and because Myriad’s service is available to secure all channels – USSD, Mobile app, online account, the user will get the same experience, irrespective of what channel they use to conduct a transaction or where they are making use of a digital service.

With unobtrusive, intelligent security, we take the headache of securing transactions out of the customer’s hands, and ensure that online service can focus on delivering a seamless, secure and enjoyable customer experience.

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