Lloyds Bank
*
Strong Customer Authentication
*
Lloyds Bank * Strong Customer Authentication *
2017
Lloyds Bank
Strong Customer Authentication
Improving payment security and reducing fraud are key objectives of the European Union when it comes to online payments. As a result, stricter requirements for authenticating online payments are being introduced in Europe. Known as Strong Customer Authentication, these requirements are part of a broader European payments law, the second Payment Services Directive (PSD2).
Made with the team at Designit
Role
Project lead
Service design
User Experience
Team
Design Researcher
UX Designer
Creative Technologist
Scope
Lloyds wanted to understand the customer experience impact of this new directive. Our challenge was to reframe the requirement for Strong Customer Authentication so that it:
Becomes a positive part of the banking experience
Helps customers to feel safe and confident that their money is secure
Ensures customers are comfortable using multi-factor authentication methods
Continues to build trust in Lloyds
Process
Research
Over 600 pages of documentation provided by client
Market trends, technology enablers, consumer behaviour and changing service expectations
Knowledge transfer
Interviews with 13 bank employees
Contributions from Design Agency; Customer Experience; Customer Labs; Business Banking; Business Architecture; Retail Change; Fraud and Digital Security
Collaboration
Weekly collaboration sessions with UX leads from LBG Design Agency
Co-creation workshop with wider stakeholder group: empathy mapping and service opportunities for extreme scenarios
Outcomes
Experience principles
Guiding creating secure and compliant customer journeys without negatively impacting the customer experience.
Future vision
Demonstrating a new design model for considerate authentication illustrated through a series of customer journeys.
Implementation considerations
Providing technical considerations a model for step-up patterns and a proposed way forward.
Deliverables
