Have Usability and Security Trade-offs in Mobile Financial Services become Untrustworthy?

The trade-off between Usability and Security has been well researched with various models proposed on how best to improve Usability without jeopardizing Security and vice visa. Usable Security has become a key factor in Mobile Financial Services (MFS), the new frontier for mobile phones utilisation. However, have the compromises gone too far? The trustworthiness of MFS system has already slowed down new adoption and impacted ongoing security trust issues and user confidence in spite of potential MFS benefits for its users. To understand this growing lack of trust with MFS, we need to comprehend the nature of Usable Security in assuring the behaviours of MFS users and determine the right trade-off to improve trust whilst facilitating future uptake. We conducted an empirical survey of 698 user’s experience of MFS and here present our findings of this investigation for further synthesis towards proposing practical control elements to assure Usable Security in MFS.

Content

Author and article information

Contributors

Stephen Ambore

Christopher Richardson

Huseyin Dogan

Edward Apeh

Conference

Publication date: July 2018

Publication date (Print): July 2018

Pages: 1-11

Affiliations

[1 ] Department of Computing and Informatics

Bournemouth University

Dorset, UK

Article

DOI: 10.14236/ewic/HCI2018.36

SO-VID: 71d07052-f8de-437d-871c-cd9980d27278

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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/

Conference name: Proceedings of the 32nd International BCS Human Computer Interaction Conference

Conference acronym: HCI

Conference number: 32

Conference location: Belfast, UK

Conference date: 4 - 6 July 2018

Conference sponsor: Electronic Workshops in Computing (eWiC)

Conference theme: Human Computer Interaction Conference

History

Product

1477-9358 BCS Learning & Development

Self URI (article page): https://www.scienceopen.com/hosted-document?doi=10.14236/ewic/HCI2018.36

Self URI (journal page): https://ewic.bcs.org/

REFERENCES

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AmboreS. RichardsonC. DoganH, ApehE. OsseltonD.(2016A Soft Approach to Analysing Mobile Financial Services Socio-Technical Systems Proceedings of British HCI 2016
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J.S Benjamin 2017 Mobile Financial Services: A Usable Security study of the user pathway institutionBournemouth University M. Sc. Thesis
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PwC(2017)Don ‟t take it to the bank: What customers want in the digital age http://www.pwc.com/us/en/financial-services/publications/assets/pwc-fsi-whitepaper-digital-banking-consumer-survey.pdf.(Retrived 14th March 2018)
W. RohS. W. Lee 2017 An Ontological Approach to Predict Trade-Offs between Security and Usability for Mobile Application Requirements Engineering In 2017 IEEE 25th International Requirements Engineering Conference Workshops (REW) 69 75)IEEE
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Comments

Comment on this article

[1] A. AdamsM. A. Sasse 1999 Users are not the enemy Communications of the ACM 42 12 40 46

[2] A. AlshamsiN. Williams, P. Andras 2016 The Trade-off Between Usability and Security in the Context of eGovernment A Mapping Study, BCS Human Computer Interaction Conference 2016 http://www.researchgate.net/publication/310624156_The_Trade-off_Between_Usability_and_Security_in_the_Context_of_eGovernment_A_Mapping_Study(Retrieved March 2018)

[3] AmboreS. RichardsonC. DoganH, ApehE. OsseltonD.(2016A Soft Approach to Analysing Mobile Financial Services Socio-Technical Systems Proceedings of British HCI 2016

[4] J. E. BarlettJ. W. KotrlikC. C. Higgins 2001 Organizational research: Determining appropriate sample size in survey research Information technology, learning, and performance journal 19 1)43

[5] J.S Benjamin 2017 Mobile Financial Services: A Usable Security study of the user pathway institutionBournemouth University M. Sc. Thesis

[6] C. BrazA. SeffahD. M‟Raihi 2007 Designing a trade-off between Usability and Security: a metrics based-model In IFIP Conference on Human-Computer Interaction 114 126)Springer Berlin, Heidelberg

[7] R. Cornish 2007 Statistics: Cluster analysis Mathematics Learning Support Centre http://www.statstutor.ac.uk/resources/uploaded/clusteranalysis.pdf(Retrieved 16th March 2018

[8] C. CoursarisD. Kim 2006 A qualitative review of empirical mobile usability studies AMCIS 2006 Proceedings 352

[9] L. F. CranorN. Buchler 2014 Better together: Usability and Security go hand in hand IEEE Security & Privacy 12 6 89 93

[10] S. FailyC. Iacob 2017 Design as Code: Facilitating Collaboration between Usability and Security Engineers using CAIRIS In 2017 IEEE 25th International Requirements Engineering Conference Workshops (REW) 76 82)IEEE

[11] J. F. HairW. C. Black, B. J. BabinR. E. AndersonR. L. Tatham 1998 Multivariate data analysis 5 3 207 219 Upper Saddle River, NJ Prentice hall

[12] H. HoehleV. Venkatesh 2015 Mobile Application Usability: Conceptualization and Instrument Development MIS Quarterly 39 2 435 472

[13] How2stats(2011 http://www.how2stats.net/p/home.html(Retrieved December 2017)

[14] R. KaindaI. FlechaisA. W. Roscoe 2010 Security and usability: Analysis and evaluation In Availability, Reliability, and Security, 2010. ARES’10 International Conference on 275 282 IEEE

[15] J. R. Lewis 1995 IBM Computer Usability Satisfaction Questionnaires: Psychometric Evaluation and Instructions for Use International Journal of Human-Computer Interaction 7 1 57 78

[16] J. Mifsud 2015 Usability Metrics – A Guide to Quantify the Usability of Any System http://usabilitygeek.com/usability-metrics-a-guide-to-quantify-system-usability(Retrieved June 2017)

[17] J. Nielsen 1995 10 usability heuristics for user interface design Nielsen Norman Group 1 1

[18] Ofcom(2013)Study into the implications of Smartphone operating system security http://www.ofcom.org.uk/__data/assets/pdf_file/0016/76111/goode_intelligence_report_o1.pdf(Retrieved March 2018)

[19] Ponemon Institute Research 2015 Report on The State of Mobile Application Insecurity Sponsored by IBM Independently conducted by Ponemon Institute LLC Publication February 2015

[20] PwC(2017)Don ‟t take it to the bank: What customers want in the digital age http://www.pwc.com/us/en/financial-services/publications/assets/pwc-fsi-whitepaper-digital-banking-consumer-survey.pdf.(Retrived 14th March 2018)

[21] W. RohS. W. Lee 2017 An Ontological Approach to Predict Trade-Offs between Security and Usability for Mobile Application Requirements Engineering In 2017 IEEE 25th International Requirements Engineering Conference Workshops (REW) 69 75)IEEE

[22] R. SriR.P. Gilang 2015)The Influence Of Mobile Banking Transaction Used On Cost Reduction Of SMEs Employers International Conference on Economics and Banking http://www.researchgate.net/publication/299963777_The_Influence_Of_Mobile_Banking_ Transaction_Used_On_Cost_Reduction_Of_SMEs_Employers (Retrieved March, 2018)

[23] Y. WangB. RawalQ. DuanP. Zhang 2017, February)Usability and Security Go Together: A Case Study on Database In Recent Trends and Challenges in Computational Models (ICRTCCM), 2017 Second International Conference on 49 54 IEEE

[24] M. WichT. Kramer 2015 Enhanced human-computer interaction for business applications on mobile devices: a design-oriented development of a usability evaluation questionnaire In System Sciences (HICSS), 2015 48th Hawaii International Conference on 472 481)IEEE

[25] B. WilliamsA. OnsmanT. Brown 2010 Exploratory factor analysis: A five-step guide for novices Australasian Journal of Paramedicine 8 3

[26] World Bank 2018)The Global Findex Database 2014 Measuring Financial Inclusion around the World http://www.worldbank.org/en/programs/globalfindexRetrieved March 2017 (Retrieved 16th March 2018)

[27] K. P. Yee 2004 Aligning security and usability IEEE Security & Privacy 2 5)48 55

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