“Your account is locked due to unusual activity. Please follow the link to update your account. http://chazebank.cb.com - Chaze Bank”
Does this message create a hint of concern, or
possibly even anxiety?
You're not alone. With the growing convenience of digital banking, so has the number of online
frauds. Although there are many security systems in place today, are the users fully confident about the safety of their bank credentials? A product that deals with bank information should be intentionally designed to minimize the user’s anxiety and instead focus on building trust - the burden should be shifted from the user to the system. The question is: how can designers enable this shift?
In this presentation, we will present a case study of our work and the lessons learned by designing offerings in the finance realm. We will address the importance of trust and anxiety in the finance space; how we assessed trust, anxiety, and other human factors; how we designed to minimize anxiety and build trust, and what our important learnings were.
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