We want to help our customers to complete the things that are necessary with as little effort as possible. So, when we require a customer to do 3 things on the trot that are pretty important, like registering their security details, we want to make sure they can do it right first time. When we launched the app, we were the first to offer Face ID and Voice ID as standard as well as the traditional Passcode.
The beauty of it was that customers didn’t need a really expensive device to do this. They take a selfie and record a specific phrase to make their app secure and recognise it’s them, and only them.
But as a team, we don’t stop there, we continue to improve and continue to scrutinise our customers’ ability to successfully register and login.
With data, time, analytics and by observing customers’ behaviours, we can iron out more and more wrinkles and improve our app experience.