Building trust with cybersecurity UX

If we want a resilient future, cybersecurity tools and platforms need to be accessible to people who don’t have technical backgrounds. The skills shortage in cybersecurity won’t disappear overnight, so non-technical team members need to be able to handle some of the security demands across organisations. And even on an individual level, as threats become more sophisticated and diverse, people need to be able to manage their own personal security when they’re using devices and accessing networks. 

That’s why UX has never been more important. We need everyone to get on board with efficient, effective cybersecurity tools and services – and in order to make that happen, those products have to be intuitive, user-friendly, and able to seamlessly integrate into our daily digital interactions. 

The intersection of UX and cybersecurity 

Traditionally, security protocols were designed with a primary focus on protection, often at the expense of usability. But this approach can lead to user frustration and non-compliance. One study by SC Media, for example, highlights that 56% of online consumers have abandoned an online service due to a frustrating login process, and 63% would switch to a competitor offering easier authentication – so people would choose convenience over security. 

Which means security needs to also be convenient. 

When we interviewed BHMEA speaker Awwab Arif (CISO at Bank of Hope), he said: 

“Consider user experience when creating security measures. There are various approaches to achieve the objective. Make a control that is easy to use to encourage adoption, or risk making it so complex that people seek alternatives.”​

Human error remains a major vulnerability in cybersecurity. The 2023 Verizon Data Breach Investigations Report found that 74% of breaches involve the human element. To reduce this risk level, people need to be able to navigate security guidelines more easily – and UX plays a huge part in that. 

As well as reducing the chances of accidental errors, simplifying security processes can lead to higher compliance rates. For example, integrating intuitive password generators and visual strength indicators encourages users to create stronger, unique passwords; and streamlining MFA processes can increase user adoption. 

How does UX help to build trust?

Trust is a cornerstone of any digital interaction. A study by Ping Identity and Wakefield Research found that 85% of consumers want to know how their personal information is shared online, and 63% prefer services that clearly communicate this. 

But security measures rarely offer clear messaging about how they’re helping, and how they’re actually protecting data – so people don’t get to understand the point in engaging with those measures. Good cybersecurity UX can change this. It can offer short, digestible messaging that shows people why they should go through the extra steps they’re being asked to go through – and it can do this without interrupting the process itself. 

A positive user experience can also have a direct impact on a company’s bottom line – and that includes cybersecurity companies. Research suggests that companies focusing on UX can increase their revenue by 3X compared to those that don’t; and prioritising the customer journey can boost customer loyalty by 31%. 

The innovations enhancing UX in cybersecurity 

A number of tech advancements are making it easier to deliver robust security tooling with a seamless user experience. 

Including…

• Biometric authentication: Technologies like Apple's Face ID and Touch ID, and Microsoft's Windows Hello, allow users to authenticate using facial recognition or fingerprints – offering both security and convenience.

• AI-powered security tools: A rapidly growing number of AI tools can automate threat defenses, reducing the burden on security teams and minimising user input.
• Immersive cyber situational awareness (ICSA) systems: Utilizsng virtual and augmented reality to create intuitive and interactive cybersecurity environments, which support better perception and comprehension of cyber threats. 

Striking the balance between functionality and UX

The challenge lies in designing security measures that are both effective and user-friendly. Overly complex systems can lead to user frustration and potential security breaches due to non-compliance. On the other hand, overly simplistic measures may not provide adequate protection.​

But really good UX integrates seamlessly with functionality – and even enhances it. To do this, UX designers need to be involved at an early stage, in the development of security protocols. By understanding user behaviours and pain points, cybersecurity developers can create tools and services that serve their purpose while also being intuitive, and encouraging adoption and compliance. 

UX needs to be a priority in cyber 

Integrating user experience into cybersecurity strategies going forward is essential. In doing so, cybersecurity developers can enhance the strength of their security measures, build trust, and improve overall user satisfaction for their clients – and for their clients’ customers. 

Even the most secure system is only effective if users are willing and able to use it properly. 

For Arif, it's about creating controls that are easy to use to encourage adoption. Failing to do so risks users seeking alternatives, which has the potential to compromise security.

If cybersecurity developers embrace a user-centric approach, we can create a digital environment where security and usability go hand-in-hand. 

Register now to join the global cybersecurity community in Riyadh this year.