biometrics

Services

Customer Research, Content Design, Microcopy, Content Repository, Localization

Background

Enable customers to securely log in to their banking app. Data received from call centres had identified the lack of biometric login as a pain point. Customers wanted a secure login experience where the risk of password theft was completely eliminated.

Strategy

Keep it transparent and utilize user-friendly security messaging. Ensure that Terms of Use clearly allay any data misuse concerns. Make sure the entry point is easily discoverable and aligned with the customer’s mental model.

Need-to-Know Information

Important messages were conveyed in exactly two sentences while the remaining information was provided under Terms of Use.

Security Email

Send customers a follow-up email so that they knew biometric login was enabled on their device. We provided information on steps customers could take if they suspected fraudulent activity.