When designing banking transaction journeys, we are regularly faced with a dilemma: how can we offer a smooth, intuitive and fast experience, while meeting security and regulatory compliance requirements?
What is striking during user interviews is that the majority understand the value of security steps.
Yes, they sometimes slow down the experience. But they play an important role:
- they protect against fraud (especially during transfers and payments)
- and they allow the user to take the time to check their action.
Security measures are therefore not opposed to route optimization. What is important is how it is integrated and perceived.
1. A well-thought-out friction point can secure without frustrating.
In UX design, the term “friction” evokes discomfort because it causes a disruption in the experience. But in the banking world, friction can also be intentional and beneficial.
Let's take an example : When a user makes an online payment, it makes sense to add a validation step. It's not an obstacle, it's a protective barrier.
We might even be tempted to shorten the steps so that the user makes as few clicks as possible. But in reality, this is reassuring for our users.
I often hear the example of Amazon, where no bank validation is shown during the checkout process, which raises concerns. We wonder if the payment is truly secure.
On the other hand, there may still be unjustified friction such as:
- error messages without a clear explanation,
- redundant verification requests,
- courses that require you to start from the beginning if you make a mistake
- and many other real-life cases that frustrate users.
The challenge is therefore not to eliminate all friction but to distinguish between those that make sense and those that are due to an incomplete design.
2. Security can be effective without being noticed.
Today, security can be effective yet discreet. In recent years, we've seen the emergence of new authentication methods to ensure security on our smartphones.
- Biometric authentication : faster and more natural than codes and passwords.
Biometrics covers all the computer techniques that allow an individual to be automatically recognized based on their physical, biological and even behavioral characteristics.
- Mobile payments via wallets (Apple Pay, Google Pay, etc.): the user perceives a fluid, almost instantaneous experience. However, behind the scenes, these are tokenization systems, security certificates and cryptographic protocols that provide protection.
So, we can say that security doesn't block the user. The experience is fluid because the technical complexity is absorbed by the interface.
3. A clear and consistent interface reinforces the feeling of security.
In payment processes, the UI designer plays a central role in establishing a climate of trust. Long before understanding the technical mechanisms behind the scenes, the user will feel confident or not when faced with the screens presented to them:
- Use consistent colors and pictograms: for example, a padlock to indicate a secure area, green to validate, red to alert.
- Show immediate feedback after each action: for example, “payment in progress”, “validation successful”, etc.
And I would also add that it is important to warn about waiting times when loading a little longer than usual because, when paying, the user can be nervous.
- Take care of the microcopy: rather than technical messages, use simple and reassuring formulations.
I immediately think of technical errors. For example, instead of sending the message “Please complete SCA authentication,” offer a more engaging and understandable message: “To secure this operation, a quick verification is required. It will only take a few seconds.”
4. Better informing users helps them act with confidence.
A good user experience isn't just about well-thought-out journeys. It's also about paying attention to micro-interactions that reflect the care taken over the user experience.
Two common examples on our banking interfaces:
- When a user makes a large transfer, a summary message before validation with the amount, the beneficiary and the execution date.
This simple visual detail draws attention to the essentials and reduces the risk of error.
- After validating a payment, a confirmation screen with the amount is displayed. It also displays the updated balance, the transfer reference, or an option to add the recipient to your favorites.
This type of precise and immediately actionable feedback reinforces the feeling of control and clarity for the user.
These small details are often invisible to the user until the day they are missing. It's a sensitive subject we're dealing with: their money. It's important to avoid causing them to question and worry.
5. Every detail counts to create a lasting relationship of trust.
Today, users expect more than just an app that works. They want more. They want an app that:
- includes: with simple and personalized routes,
- reassures them: with visible reassurance elements,
- respects them: by not drowning them in unnecessary steps.
A banking interface should allow for a sense of security without imposing it in a harsh manner. Trust is instead built through small details: a correctly placed button, a clear message, an adequate response time, etc.
Conclusion: reconciling security and simplicity is possible!
During the design phase, creating payment journeys isn't about choosing between security and fluidity, but about designing experiences where both coexist. These are key moments where the user must feel confident, empowered, and supported.
Security plays an important role, and I've noticed, based on various user feedback, that it doesn't necessarily have to be made invisible at all costs, but rather that it needs to be readable, understandable, and useful. It's through this controlled transparency that trust is built.
Alexa Cuellar, UX/UI designer and Product designer at UX-Republic
