1) My Project The project aims to explore and improve the current conflict between usability and security on E-Commerce sites by providing research based advice, in the form of wireframes and an example website to showcase this. Why E-Commerce? •“87% of UK consumers have brought at least one product online in the last 12 months and is expected to increase.” (Kitonyi, 2017). •More Businesses aim to use E-Commerce model approaches to widen their audience, adding to the ever-increasing above statistic; stressing for a better user experience. •“E-commerce sites are failing to present security measures in a user-friendly way” (Muncaster, 2009). Technology Acceptance Model (TAM), (Davis, Bagozzi & Warshaw, 1989) •TAM is an Information System theory that models how users come to accept new technology. This model suggests that when users are given new technology it must be:

•Perceived Useful (PU) – “the degree to which a person believes that using a particular system would enhance his or her job performance” (Davis, 1989). •Perceived Ease of Use – "the degree to which a person believes that using a particular system would be free from effort“ (Davis, 1989).

•Should the user perceive either of the above in a negative manner, they will reject the technology. Figure 1 - Methods for Data Collection

1) Critical Review

2) Self Evaluation

3) Survey 4) Think Aloud

1) Critical Review: Used to gain an understanding of previous research for analysis and

evaluation, using structured Critical Review guidelines “originally developed by the McMaster University Occupational Therapy Evidence-Based Practice Research Group and revised by Letts et al., 2007” (Letts, Wilkin, Law, Stewart, , Bosch, & Westmorland, 2007).

2) Self-Evaluation: To analyse what features current E-Commerce sites have. The guidelines that the tend to follow and the traits that they share.

3) Survey with potential E-Commerce Users: Used to gain an understanding of how users feel about current security trends online and to see what they want.

4) Think Aloud: “In a thinking aloud test, you ask test participants to use the system while continuously thinking out loud — that is, simply verbalising their thoughts as they move through the user interface.” (Nielsen, 2012). Used to gain an understanding of potential issues that users may have with the site overall.

Figure 3 – Data Collection Survey Graph

Objectives • Independently analyse current E-commerce usability and security platforms

through Critical Reviews and Self-Evaluation. • Carry out a survey to understand users’ views on current security methods and

how they feel they affect usability, for example, their preferred method of logging in.

• Create a series of wireframes for potential E-Commerce designs aiming to measurably improve usability/security and test this with a Think Aloud.

2) Background

Background There has been a dramatic rise of the Internet over the years to the point it has become a critical point in our lives. An example of this is through the use of E-Commerce websites. Naturally, the use of online transactions has met the need for online security in order to protect users’ sensitive information online through the use of passwords and other means of protection, “but with the increase of security methods also leads to the risk of the platform becoming less usable.” (Schneier, 2004). Critical Review points “It’s a well-known fact that user behaviour plays a part in many security failures, and it has become

common to refer to users as the ‘weakest link’ in the security chain. However, blaming the user will not lead to more effective security.” (Sasse, Brostoff, Weirrich, 2001).

The limits of human memory are a vital factor in usable security. Passwords as an example can be forgettable and are often written down by users leading to a critical weakness in security.

How Figure 2 Addresses the Issue Security – Phase 1 logs the user onto a preview of their account using their Email ID and is sent an SMS message to their mobile containing the pin for them to login past phase 2. (Preferable method as shown from survey results). Usability – Simple to use and clear layout, offers feedback if needed through question mark icons (Nielsen, 1995).

3) Address the Issue

Figure 2 – Login Phase 2

4) Progression Done Gantt Chart To Do

• Collect Research of Usability /Online Security Literature •Self-Evaluation of Current E-Commerce Systems •Survey Preparation •Design Wireframes •Analyse Survey Results •Introduction Draft

•Create Website to Adhere to Wireframes •Add Security Features From Survey Analysis •Test Website •Perform Think Aloud Tests •Finish Report

•Kitonyi, N. (2018) UK Online Shopping and E-Commerce Statistics for 2017. Retrieved on 31/01/18 from: https://www.gurufocus.com/news/492058/uk-online-shopping-and-ecommerce-statistics-for-2017 •Davis, F. Bagozzi, R. Warshaw, P. (1989) User Acceptance of Computer Technology: A Comparison of Two Theoretical Models. Management Science, VOL 35, 8, Page: 982-1003

•Davis, F. Bagozzi, R. Warshaw, P. (1989) User Acceptance of Computer Technology: A Comparison of Two Theoretical Models. Management Science, VOL 35, 8, Page: 982-1003 •Davis, F. Bagozzi, R. Warshaw, P. (1989) User Acceptance of Computer Technology: A Comparison of Two Theoretical Models. Management Science, VOL 35, 8, Page: 982-1003

•Letts, L., Wilkins, S., Law, M., Stewart, D., Bosch, J., & Westmorland, M. (2007) Guidelines for Critical Review Form: Qualitative Studies (Version 2.0) Retrieved on 2 nd December from: https://students.keele.ac.uk/bbcswebdav/pid-1364112-dt-content-rid-3026934_1/courses/CSC-30016-2017- SEM1-A/Guidelines-for-Critical-Review-Form-Qualitative-Studies.pdf •Nielsen, J. (2012) Thinking Aloud: The #1 Usability Tool. Retrieved on 31/01/18 from: https://www.nngroup.com/articles/thinking-aloud-the-1-usability-tool/

•Cranor, L. Garfinkel, S. (2005) Security and Usability. (1st ed.) O'Reilly Media. ISBN-10: 0596008279 •Sasse, M. Brostoff, S. Weirich, D. (2001) Transforming the ‘weakest link’ — a human/computer interaction approach to usable and effective security. BT Technology Journal. VOL 19, 3. •Nielsen, J. (1995) 10 Usability Heuristics for User Interface Design. Retrieved on 31/01/18 from: https://www.nngroup.com/articles/ten-usability-heuristics/

•Davis, F. Bagozzi, R. Warshaw, P. (1989) User Acceptance of Computer Technology: A Comparison of Two Theoretical Models. Management Science, VOL 35, 8, Page: 982-1003 •Schneier, B. (2018) Balancing Security and Usability in Authentication - Schneier on Security. Retrieved on 31/01/18 from: https://www.schneier.com/blog/archives/2009/02/balancing_secur.html •Sasse, M. Brostoff, S. Weirich, D. (2001) Transforming the ‘weakest link’ — a human/computer interaction approach to usable and effective security. BT Technology Journal. VOL 19, 3.

Improving Usability & Security on E-Commerce Sites

Luke Sloane-Bulger (15010247) – Supervisor Adam Stanton

References

Percentages of participants who stated: Passwords: 32% Pins:40% Biometrics: 16% Other: 12%

Figure 2 – Login Phase 1