Security Questions Get Personal!

We’re all familiar with the traditional “mother’s maiden name” online account security question — one of the first I remember when security questions began to proliferate. To seemingly provide more secure, unguessable options, companies have added others, like “make and model of first car,” “street you lived on in 3rd grade,” and more questions whose answers don’t ever change. Of course, we also see examples of bad questions that DO change over time. These are mainly “favorites” types of questions: “favorite actor,” “favorite song,” “favorite movie,” “favorite teacher.” If you’re like me, my favorites change over time, rendering these types of questions useless. FYI, if you’ve ever had to reset your Apple ID password, you’ve noticed that Apple is among the biggest culprits of “favorites” questions.

Apple Security Questions

Apple security questions include many “favorites,” which change over time.

Favorites aren’t the only questions whose answers can change. How about “youngest child’s middle name?” Well, what if I have more children? Am I going to remember that fact a couple years down the line when I have forgotten my password, but increased my family count? Heck, questions about where you met your spouse can have ephemeral answers if you’re the divorcing type. Even questions like “nickname as a child” become difficult to answer. I had at least 4 nicknames that family and friends called me by. Which one do I choose? And what is the likelihood that 6 months later, I’ll remember the right nickname. My oldest cousin’s name? Well, it works for now, but what happens if he or she dies? (I actually refuse to enter questions like this, out of some strange superstition I feel…but that’s a whole separate issue.)

Not only do fungible answers confound the process, but arbitrary syntax rules as well. What if the first concert I attended was “U2,” but the site demands at least 3 characters in the field? If the first concert was Bruce Springsteen, do I include the space between the names? Does upper or lower case matter? If next year, while recovering my password, I type “bruce springsteen” when the site was expecting “Bruce Springsteen,” will it give me an error? What if I spell it “Springstein”? After multiple errors, I may start to doubt my own memory of whether that was my first concert — and go down the “Barry Manilow” path. Hypothetically speaking. Of course.

Usability problems of security questions aside, every now and then, I come across some gems that are worth capturing. These more, um, personal questions are both usable — for their answers can never change — and amusing. Seeing “What is the first name of the boy or girl that you first kissed?” from an online bank was a shocker for its uniqueness — and its being from a bank, of all places. (OK, admittedly, I spent a few seconds pondering if the girl who kissed me in first grade counted, or if the site was really after my first, shall we say, real kiss.)

Kissing Questions

Security questions get personal, with kissing questions!

This got me wondering — in companies’ efforts to come up with ever-increasing unguessable security questions — how much more personal might these questions start to get? Like, substitute “kissed” with, you know, other activities. Or maybe secret moles or other bodily anomalies that only you know the answer to? Or “How old were you when you lost your ________?” You fill in the blank. (I was thinking “first tooth.” Get your mind out of the gutter.) Regardless, I’m sure I’d glance back over my shoulder to make sure no one was watching as I typed the answers. And I’d probably never forget the answers or enter them wrong. Unless, of course, your site expects me to spell out “forty” instead of “40.”

If you see any clever security questions in your web travels, please pass them along.

^EJD
@ericdUX

Getting Ready for Usability Testing a Responsive Site

At AEP, we’re in the midst of a gigantic redesign of our corporate site, AEP.com. We’re developing the site using responsive design, which means our one design adapts to work on any device. We’ve already conducted at least 5 rounds of user experience testing already, in order to nail down the global navigation (how does it change from full desktop to iPad to small tablet to iPhone or Android phone), contextual navigation, dealing with long content pages, and other UI elements. Now, with the site earnestly being developed, we prepare to bring in customers to test the full experience.

The usability testing, which will begin next week, will have users complete common tasks that explore aspects of navigation (findability and context) of a deep site; readability of content on small devices; usability of tables containing lots of data; the usability of completing a form on a mobile device; getting customer service; general touchability and effectiveness of interaction design.

Working with our outside recruiting firm, we’ve enlisted participants who are very mobile and internet savvy and who have experience looking at information on corporate sites. As of this writing, we will be testing on two iPhones, two iPads, two 7-inch e-Readers, one Android phone, and one 10-inch Android tablet. Our testing hardware will allow us to record both the mobile device screens and the picture-in-picture of the users’ faces.

Because responsive design is meant to work on any device, we’ve invested in a bunch of mobile and desktop gadgets. Here are a few pictures of our gadget lab.

Some of the gadgets in our lab. Not pictured are the Google TV, Playstation 3, and Samsung SmartTV.

Some of the gadgets in our lab. iOS devices, Android phones, e-Readers, even a BlackBerry.

Image

Another view of our gadgets. The Dell monitor on the right is our eyetracking equipment.

Viewing our site on a Samsung SmartTV. Also pictured are a Sony Playstation 3 and Google TV.

Viewing our site on a Samsung SmartTV. Also pictured are a Sony Playstation 3 and Google TV.

We keep the devices in the UX Lab, but we’re also using the room to do QA on the devices. Thus the room has taken on the moniker of QUAX Lab, which I find amusing given that many people think my name is “Eric Dux.” It also speaks to the general craziness we’re all feeling with this project.

The following week after we test on the small gadgets, we’ll run another set of participants through the full site experience — using our eyetracking equipment. This will let us see exactly where people are looking as they traverse our site, providing excellent insight to our designers. And, of course, we’ll learn about how the navigate and complete tasks, and to what degree of satisfaction.

Being part of a corporate responsive design project has been a significant learning experience for everyone in our group. It’s been a heck of a lot of work and we could probably write articles on content governance, iterative design and usability testing (aka, being agile), nuances of designing for breakpoints, structuring design and development teams, quality assurance, and so on.

Our upcoming usability testing is one portion of a huge project — but an important one to validate that the site works for real people.

Wish us luck!