UCL  IRIS
Institutional Research Information Service
UCL Logo
Please report any queries concerning the funding data grouped in the sections named "Externally Awarded" or "Internally Disbursed" (shown on the profile page) to your Research Finance Administrator. Your can find your Research Finance Administrator at http://www.ucl.ac.uk/finance/research/post_award/post_award_contacts.php by entering your department
Please report any queries concerning the student data shown on the profile page to:

Email: portico-services@ucl.ac.uk

Help Desk: http://www.ucl.ac.uk/ras/portico/helpdesk
Publication Detail
Designing acceptable user registration processes for e-services
  • Publication Type:
    Conference
  • Authors:
    Porter C, Sasse MA, Letier E
  • Publisher:
    BISL
  • Publication date:
    14/09/2012
  • Published proceedings:
    Proceedings of HCI 2012 The 26th BCS Conference on Human Computer Interaction
  • Status:
    Published
  • Name of conference:
    HCI2012 - People & Computers XXVI
  • Conference place:
    Birmingham, UK
  • Conference start date:
    12/09/2012
  • Conference finish date:
    14/09/2012
  • Keywords:
    Registration, E-services, Security friction, Workload, Design
Abstract
User registration can have a serious impact on the success of online government services. Different services require different levels of identity assurance, and different registration processes are put in place to deliver them. But from the citizen’s perspective, these processes often require a disproportionate amount of effort, which reduces users’ acceptance. Typically, when sign-up to high-effort services is not mandatory, take-up is low; when it is compulsory, it causes resentment, and neither is desirable. Designers of services requiring registration currently have no way of assessing likely user acceptance at design time. We are introducing a tool that allows system designers to identify the impact of registration processes on different groups of users, in terms of workload and friction. Personas have been successfully applied to assist security designers, and we extend the concept with statistical properties, and introduce the Persona Group Calibration (PGC) exercise to calibrate the different personas for sensitivity to specific identity-related elements.
Publication data is maintained in RPS. Visit https://rps.ucl.ac.uk
 More search options
UCL Researchers
Author
Dept of Computer Science
Author
Dept of Computer Science
University College London - Gower Street - London - WC1E 6BT Tel:+44 (0)20 7679 2000

© UCL 1999–2011

Search by