1 Introduction
2 Literature review
2.1 Fluent experience design
2.2 Simplicity versus feature loading
2.3 Sensory experience
2.4 Familiarity and risk considerations to enhance the user experience
3 Methodology
Respondent and date | Method of initial contact | Videoconferencing type |
---|---|---|
Technology Creator 1, July 2020 | Facebook message to official company account | Microsoft Teams |
Technology Creator 2, September 2020 | Facebook message to official company account | Zoom |
Technology Creator 3, November 2020 | Email | Zoom |
Technology Creator 4, February 2021 | Email | Zoom |
Facilitator 1, May 2020 | Facebook message to official company account | Zoom |
Facilitator 2, May 2020 | Email | Zoom |
Facilitator 3, June 2020 | Facebook message to official company account | Microsoft Teams |
Facilitator 4, January 2021 | Email | Zoom |
Facilitator 5, February 2021 | Email | Zoom |
Merchant 1, October 2020 | Facebook message to official company account | Zoom |
Merchant 2, October 2020 | Facebook message to official company account | Google Hangouts |
Merchant 3, November 2020 | Email | Zoom |
4 Findings and analysis
4.1 Making designed experiences usable
4.2 Making usable experiences desirable
4.3 Payment feedback
4.4 Security and the perception of risk
Risk versus fluency | If we put another let’s say an airdrop pin or password or something at that point of the transaction, I would say that the friction of adding that would outweigh the value of more security. But if it was doing a finger-print scan or face scan, and it just automatically kind of happens, then I think that people would look at that and feel even more comfortable that their account was secure Technology Creator 3, November 2020 You can take a card and tap it, or you can take your phone and tap that as well. So, the security around that is whether the information shared, or the modification provided is secure, and safe. Whereas your card, you know, you physically can see it and you do it Merchant 3, November 2020 I have done some work and as have others on facial recognition,’and there's a lot of societal things that you need too—you’ve got to bring society on the same time as you do that Facilitator 1, May 2020 |