user experience and security on the same sideUX Design Fights Fraud
Many businesses have been putting great efforts in their user experience design, with 'friction-free' and 'one-click' being the words of the day when it comes to user expectations. UX can make quite a difference when choosing a provider, but a balance needs to be struck between slick and easy UX and fraud detection.
What is UX in the Payments Industry?
Great UX in the payment environment means handling requests and transactions of varying values, often at very high speeds - which inevitably means very little time for manual review.
The more sales channels are available to customers, the larger the efforts necessary to combat fraud will be, which causes friction between UX and security. This can sometimes cause a business to lose its reputation or customers, which can, in turn, make some businesses more willing to lose money on fraud rather than to lose customers by implementing fraud detection measures.
THE MANY FACES OF FRAUD
Review queues are straightforward but can seriously affect customer satisfaction, especially if the customer has a rapidly approaching deadline or needs to make other arrangements that are dependent on this one.
Other measures range from device fingerprinting to dynamic 3DS and account registration but none are foolproof or able to cause drop-offs by themselves.
Also, dealing with detected fraud is often relatively easy, for example, an online shop can simply decline to ship an item, but can sometimes require a face-to face-encounter, such as airline ticket fraud.
FOCUS, ACTION, COUNTERMEASURE
The focus has recently changed from card detail to identity theft, but countermeasures are already in action, from location confirmation to behavioural analysis and two-step authentication. For EU citizens, there is also PSD2, legislation that aims to protect against online fraud and make strong consumer authentication (SCA) a mandatory step in EU-based e-commerce.
Mercury Processing Services International: Combining Usability & UX
The plan was to redesign screen and data views, implement keyboard shortcuts to be used for faster and easier application usage, and improve application performance.
It was an exciting journey, according to the Mercury Processing Services International Fraud Team.
UX helps branding and customer satisfaction
Although not fully implemented at this point, the project is at its final design stage and some concrete parts of UX enhancements are already visible. The end of 2018 is the projected time of finalization.
“The most important lessons learned from the UX redesign were the fundamentals of how these types of products should be made. Starting with communication and workshops with existing clients through user interviews in order to receive feedback about facing difficulties in the use of the current application, the workarounds used, suggestions of possible improvements, personal development and defining user journeys.
Our expectations are to improve the client's sense of the app's usage, to make it more understandable, more intuitive, and to follow the client's work pace because fraud has to be prevented precisely and as fast as possible. In tandem with UX development, we develop a “look and feel” to align the user interface elements with the needs of the brand”, shared Fraud Team of the Mercury Processing Services International.