UX designers can learn much about improving the user experience by considering Maslow’s Hierarchy of Needs. This popular theory in psychology strives to prioritise different human needs, including needs for physical health, like food and shelter, as well as needs for intellectual satisfaction, like a sense of purpose and societal acceptance. Maslow’s theory is often depicted as a pyramid, with the less valuable needs toward the top and the most essential needs forming the foundation.
In UX, the product’s appearance priorities would likely be found in the pyramid’s tiny capstone. Creativity matters, but it isn’t what users need most. Intuitive functionality is perhaps more important, falling somewhere in the middle of the pyramid. But by far, the most foundational attribute of a product — one that too many UX designers frequently overlook — is that the product allows users to feel safe.
Secure Design
Safety and security improve customer experience. If a product or the brand or company providing it makes a consumer feel uncomfortable in any way, that consumer is unlikely to continue using that product or consider acquiring any other products from that company. Thus, UX designers should think of safety and security as essential, non-negotiable components of good product design.
While traditionally, designing for product safety has largely involved ensuring that products do not physically harm end users, in the digital age, UX designers must also consider the security of a user’s data. Most digital products collect vast quantities of user data — names, phone numbers, email and home addresses, payment information, etc. Companies use this data to improve decision-making processes, such as developing products and updates that cater better to user needs.
Unfortunately, data is also valuable to criminals, who use it to run various types of scams. Digital products that do not adequately protect a user’s data risk exposing it to fraudsters who will not hesitate to launch vicious, unrelenting attacks. These attacks are becoming frustratingly familiar. In fact, 2023 was a record-breaking year for cybercrime globally. As a result, users are becoming more familiar with the risks associated with sharing their data, and in turn, they are making conscious moves toward digital products that do more to make them feel safe.
Whether or not users know it, they want and need security in their digital products. While there are dozens of ways UX designers can enhance the feeling of safety with design, one of the most foundational is to improve your network security data as it travels from digital products and through an organization. Here are a few ways UX designers might shine a spotlight on network security to enhance their practices and provide the safety today’s users desperately need.
Train in Information Systems Management
UX designers may be tech-savvy, but few consider themselves experts in the vast and complex field of cybersecurity. Many UX designers have limited experience in managing information systems. Therefore, the first step for UX designers intent on establishing superior network security is to better understand how information systems function and typical strategies for securing information systems against threats. UX designers should look for opportunities to learn these skills through in-house professional development programs or independent online study.
Coordinate With Information Systems Professionals
UX designers have plenty to do besides building and maintaining a secure network. Therefore, UX departments or firms need to be able to rely on a skilled information security team adept at organizing and updating business networks. Information systems professionals should be able to deliver the functionality UX designers need to ensure products work as users expect without exposing users to any potential threats. Professionals in the information systems space may also assist UX designers in developing consistent policies and procedures that allow for a baseline of security for all internal and external users.
Employ Design Strategies That Enhance Security
Just because UX designers are not experienced cybersecurity providers doesn’t mean there is nothing they can do to enhance network protections. Even a handful of relatively simple design elements can do much to protect users’ data and contribute to overall network security objectives. Some measures all UX designers should include in relevant digital projects include:
Identity authentication. Secure logins typically involve one or more processes for authenticating user identities, and it is up to the UX designer to ensure that these processes feel seamless to users. Integrating biometrics, behavioural analytics, or passwordless authentication steps can help users feel more secure without making that security feel inconvenient.
Secure digital transactions. When products collect and/or store user financial information, they must handle that data carefully. All e-commerce transactions should employ secure payment gateways protected by high levels of encryption. UX designers should strive to make all pages or portals pertaining to digital transactions feel as safe as possible, which involves citing compliance with all payment and security standards and ensuring the process is as simple and transparent as possible.
Security personalization. Different users want different levels of security, and providing the option to customise their security measures can be critical to creating a quality experience. UX designers should consider which security measures users can control, such as the ability to opt in or out of dual-factor authentication or the choice to make some information publicly available. By giving users the reins to some security measures, UX designers indicate that they are thinking about user safety.
Continuous feedback. Careful UX design can address many consumer needs and wants before users get their hands on products, but UX designers probably won’t think of everything. Users should be encouraged to provide feedback, especially regarding desired cybersecurity measures. Customer insights can reveal vulnerabilities not covered by existing network protections, design elements, or other measures, so designers should consistently review user feedback and make appropriate updates to product design.
Maslow’s hierarchy can be a helpful reminder for UX designers. A user probably won’t enjoy using a digital product if they are hungry, exhausted, or out in the rain. Similarly, users will struggle to appreciate a digital product if its design doesn’t inspire confidence in the company’s information security. UX designers must invest in measures that improve the security of their products if they have any hope of delivering a quality customer experience.
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