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      Designing acceptable user registration processes for e-services

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      The 26th BCS Conference on Human Computer Interaction (HCI)

      Human Computer Interaction

      12 - 14 September 2012

      Registration, E–services, Security friction, Workload, Design

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            Abstract

            User registration can have a serious impact on the success of online government services. Different services require different levels of identity assurance, and different registration processes are put in place to deliver them. But from the citizen’s perspective, these processes often require a disproportionate amount of effort, which reduces users’ acceptance. Typically, when sign-up to high-effort services is not mandatory, take-up is low; when it is compulsory, it causes resentment, and neither is desirable. Designers of services requiring registration currently have no way of assessing likely user acceptance at design time. We are introducing a tool that allows system designers to identify the impact of registration processes on different groups of users, in terms of workload and friction. Personas have been successfully applied to assist security designers, and we extend the concept with statistical properties, and introduce the Persona Group Calibration (PGC) exercise to calibrate the different personas for sensitivity to specific identity-related elements.

            Content

            Author and article information

            Contributors
            Conference
            September 2012
            September 2012
            : 1-4
            Affiliations
            [0001]Dept. of Computer Science

            University College London

            London, United Kingdom
            Article
            10.14236/ewic/HCI2012.68
            744758d6-782d-48aa-a036-c6a28e6c4c10
            © Chris Porter et al. Published by BCS Learning and Development Ltd. The 26th BCS Conference on Human Computer Interaction, Birmingham, UK

            This work is licensed under a Creative Commons Attribution 4.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

            The 26th BCS Conference on Human Computer Interaction
            HCI
            26
            Birmingham, UK
            12 - 14 September 2012
            Electronic Workshops in Computing (eWiC)
            Human Computer Interaction
            Product
            Product Information: 1477-9358BCS Learning & Development
            Self URI (journal page): https://ewic.bcs.org/
            Categories
            Electronic Workshops in Computing

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