In a digital project, the UX design (User Experience Design) supports beliefs about data, findings and analyzes. This set of methods also makes it possible to build perennial digital interfaces, corresponding to users' expectations. If the interest is obvious when you create a website or an app, it becomes essential and unavoidable for the creation or redesign of a secure area, that is to say for any web interface dealing with personal data and accessible through an authentication system.
What benefits does UX Design bring to the design of a secure space?
The design of a secure space can be complex compared to that of a so-called conventional site. Indeed, it is most often necessary to process sensitive data (personal or financial for example) combined with features specific to each sector. The wait of the user is indeed not the same for a banking interface or for a customer account …
Know the users
Realizing the redesign of a secure space without implementing some basic UX practices makes the process hazardous. How to think that one will be able to build a relevant and perennial interface without knowing the users, their experiences and their desires? It is therefore first necessary to know the user of the future interface. This task is easy here, users with an account: they are clearly identified. It may also be useful to conduct an online survey of these clients or users to identify their uses, habits and expectations. Because in fact these data may vary depending on the targets and broadcast media. For example it seems obvious that an interface for 25-35 year olds will not be designed in the same way as an interface for 45-55 year olds for example; similarly the user will probably not have the same expectations for a mobile interface.
Whatever the approach, it is then necessary to train personas. These documents will guide each stakeholder through the creative process. They allow to always keep in mind the end user without forgetting the objectives of the customer. It is also advisable to choose a panel of users (from 3 to 6 maximum) to whom will be proposed a thorough interview and tests.
Set black dots
Interviews are among the simplest workshops to be implemented in a UX process. Their objectives are multiple but they must above all allow you to determine the expectations of users and clearly identify the black spots of the project, that is to say the difficulties most frequently encountered by users on an interface. This identification of black spots is very important in the context of creating a secure space compared to a traditional site. If they are obviously specific to each project, these black spots are also generally more numerous.
Take the example of one of the most frequently cited black spots for a secure space: the management and the route of the "forgotten password". Even if it emerges from good practices it is not necessarily easy to define the right course that will answer all the problems as security parameters often evolve according to the new standards. It will be necessary to juggle between security requirements, which can be very restrictive technically and ergonomically, and expectations of users who may be very demanding or impatient on the other hand … while taking into account, of course, the sensitivity of processed data; point that can prevail over everything. But regardless of the angle chosen, thanks to the interviews and the user experience, it is easier to prioritize the difficulties and find a solution that responds to all the constraints effectively depending on the customer's security requirements. final and while privileging a successful user experience.
These issues are fundamental in your approach and will allow the design of the first prototypes on which to perform the user tests.
Test, test and test again!
The user tests on the prototypes must allow you to refine the convictions elaborated in the previous steps and to validate a navigation scenario. Many questions will find their answer during this phase which will allow you to decide: the tree is clear? Are the features clearly identifiable, hierarchical, usable? Is navigation fluid, pleasant, non-deceptive? Obviously this test phase applies to both secure spaces and conventional interfaces, but their importance is paramount here. As we have seen, it is necessary to offer a successful user experience combined with particular ergonomic and security constraints. Meeting all these requirements often involves starting the test phase several times and groping to optimize each test run after test.
The contribution of the UX design is no longer to be demonstrated in the design of any digital project. This set of methodologies makes it possible, among other things, to propose perennial interfaces corresponding to users' expectations. But this approach becomes essential for the creation of a secure space as the right balance between user experience, technical constraints and security requirements can be difficult to find.
It is therefore important not to neglect the time allocated for your workshops before the graphic phase because many parameters are taken into account in the creation of a secure space (target expectations, dissemination media, identification of black spots, etc. .) and the lack of a rigorous UX approach can make it difficult or even risky to design.
Author: Frédéric Reibel, Director of the Malabar Design agency
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