As life becomes more digitally connected, consumers increasingly expect that all online transactions will be highly secure, simple and convenient. This standard is especially strong among consumers who use digital banking to access their accounts across multiple digital platforms, including mobile apps and mobile- and desktop-based browsers.
Our research found that feeling secure while transacting online is a key driver of consumers’ trust in financial services providers, as is a consistent user experience across different platforms. When push comes to shove, most consumers value security over ease of use and convenience. Providers may not need to choose between one or the other, however: By moving away from passwords and toward stronger authentication methods, financial services providers can support secure logins and transactions while also simplifying the consumer experience.