Biometrics Usability Lessons (that we learned from some real talk with real people)

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5 Biometrics Usability Lessons

PUTTING BIOMETRICS TO THE TEST   More and more apps are adopting fingerprint authentications as a way to differentiate themselves or to project an image of innovation and security. Still, many decision-makers worry about adding biometrics. They're concerned users will get confused or think it’s unsecure, or they figure the process is just a trend that’s more trouble than it's worth. And if they do decide to implement it, little best practice is available. If you're considering implementing biometrics, instincts are great, but it's best to have the facts. That's why we’re sharing our findings from a fingerprint authentication usability study we performed to understand how users react to this new technology. Is it easy? Is it secure?   Here's what we learned.

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Users registering their fingerprints had a different experience whether they were using an Apple or an Android device.    

NOT ALL DEVICES ARE CREATED EQUAL

Be aware that experiences between devices are not the same and there are differences between Software Development Kits. Unlike Apple devices, Android devices allow users to add their fingerprint as part of the registration process, which provided a more seamless experience for the user.

Recommendation  

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Once their fingerprint was registered to their device, users thought they were done with the process and didn't know they also had to enable it in their application.    

LET THE SUN SHINE IN

Make sure the experience between adding a fingerprint and enabling it to your app is clear. Once a user registers a fingerprint on the phone and logs back in, give a prompt to actually take the step to enable the fingerprint in your app's settings. Keep it top of mind and people will follow through.

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Once they started thinking about it, users were curious (and a little concerned) about where their fingerprint was actually going to be stored. Is it on the device? With the application? With the OS? If they lost their phone, who would they call about their fingerprint—Verizon? Apple? You?     FACE THE FACTS ABOUT

SECURITY

It's easy to get out in front of the question. Provide a short explanation or an infographic to explain where fingerprints will be stored. Don't just say, "It's secure! We promise!" with no explanation of why. Here's an example of what you can say: "When you add your fingerprint to your phone, it stays on your phone. We don't keep a copy of it.” Users will feel more comfortable using the app if their security concerns are addressed proactively.

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A participant who had recently gotten into an accident and only had use of one hand was skeptical about the process.    

DON’T FORGET EDGE CASES

From guitar players with callused fingers to people with missing limbs to those with limited mobility and beyond, there are a lot of people who won't be able to use their fingerprint to authenticate, whether it’s a temporary or a permanent condition. Always offer an alternate solution—it's just an accessibility best practice. Make sure users can easily choose between authenticating with or without a fingerprint.

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In some cases, users wanted to use multiple fingerprints to authenticate and they also wondered if it was possible to add another user’s fingerprint to authenticate with the same device.     REMEMBER THAT

SHARING IS CARING

People, especially spouses and families, share their devices, in particular iPads. Since it's possible to use multiple fingerprints to authenticate on these devices, your app should definitely do the same. Users like consistency, especially when it’s offered as part of the device setup process.

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5 Biometrics Usability Lessons

SO WHAT NOW?  

In the end, we realized that biometrics are here to stay.   People encounter them, figure them out, like them, use them, and they get on with their lives. We were honestly surprised that every single participant said he or she would happily use fingerprints to authenticate their devices. That seems to be a pretty clear indicator that biometrics are the way to go.   All you have to do is give your users a little bit of guidance and clarity about security. And you need make sure your app functions exactly the same ways different devices actually treat fingerprints. Which, when you think about it, is pretty easy—just like logging in with your fingerprint is really easy. “Don’t knock it until you’ve tried it. Just give it a try. I think you’d honestly be missing out if you didn’t do it.” – J. Kuo

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5 Biometrics Usability Lessons

THANK YOU

Jenn has been creating online and mobile experiences for the past seven years. She

started her career as a visual designer for mobile gaming startups in Las Vegas and

the San Francisco Bay Area, and has successfully published over 20 mobile and web

applications.

Often the sole designer on projects that did not include a user experience resource,

Jenn initially addressed UX out of necessity, but changed tacks with her career once

she discovered her passion for creating better interactions.

At Comrade, Jenn has focused her user-experience efforts across platforms, from

redesigning the online banking experience for Bank of the West and also launching

their mobile application experience, to creating responsive online financial calculator

tools for Leadfusion. Jenn’s user-centered design solutions promote ease of use and

employ best-in-class interaction design paradigms.

Jenn holds a BA in Psychology from the University of San Diego, and a BFA from the

Academy of Arts University.

JENN KUO User Experience Strategist

jenn@comradeagency.com

510.277.3400

www.comradeagency.com