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UX of Passwords
I’m Claire
from Blink.
Venmo
1.  Current password UX
2.  How it can be improved
3.  The future of passwords
UX of Passwords  |  Refresh Seattle  |  Claire Carlson
UX of Passwords  |  Refresh Seattle  |  Claire Carlson
UX of Passwords  |  Refresh Seattle  |  Claire Carlson
UX of Passwords  |  Refresh Seattle  |  Claire Carlson
UX of Passwords  |  Refresh Seattle  |  Claire Carlson
What if your identity
was stolen?
Let me tell
you about
Steve.
1. Freeze bank accounts
2. Open new accounts
3. Set fraud alert on SS#
4. Repayment pending an investigation
5. Reset auto-withdrawal accounts
What have we heard
makes passwords secure?
8+ characters
1+ numbers
1+ symbols
Camp 1	
   Camp 2	
  
A really, really
long string
Why two camps?
My Hypothesis:	
  
Camp 1	
   Camp 2	
  
Humans are not good
at being random.
1	
  	
  	
  	
  123456	
  (Unchanged	
  from	
  2013)	
  	
  
2	
  	
  	
  	
  password	
  (Unchanged)	
  	
  
3	
  	
  	
  	
  12345	
  (Up	
  17)	
  	
  
4	
  	
  	
  	
  12345678	
  (Down	
  1)	
  	
  
5	
  	
  	
  	
  qwerty	
  (Down	
  1)	
  	
  
6	
  	
  	
  	
  1234567890	
  (Unchanged)	
  	
  
7	
  	
  	
  	
  1234	
  (Up	
  9)	
  	
  
8	
  	
  	
  	
  baseball	
  (New)	
  	
  
9	
  	
  	
  	
  dragon	
  (New)	
  	
  
10	
  	
  	
  football	
  (New)	
  	
  
11	
  	
  	
  1234567	
  (Down	
  4)	
  	
  
12	
  	
  	
  monkey	
  (Up	
  5)	
  	
  
13  letmein	
  (Up	
  1)	
  	
  
14	
  	
  	
  	
  abc123	
  (Down	
  9)	
  	
  
15	
  	
  	
  	
  111111	
  (Down	
  8)	
  	
  
16	
  	
  	
  	
  mustang	
  (New)	
  	
  
17	
  	
  	
  	
  access	
  (New)	
  	
  
18	
  	
  	
  	
  shadow	
  (Unchanged)	
  	
  
19	
  	
  	
  	
  master	
  (New)	
  	
  
20	
  	
  	
  	
  michael	
  (New)	
  	
  
21	
  	
  	
  	
  superman	
  (New)	
  	
  
22	
  	
  	
  	
  696969	
  (New)	
  	
  
23	
  	
  	
  	
  123123	
  (Down	
  12)	
  	
  
24	
  	
  	
  	
  batman	
  (New)	
  	
  
25	
  	
  	
  	
  trustno1	
  (Down	
  1)	
  
Most Common Passwords:	
  
hGp://www.splashdata.com/	
  	
  
Do people feel secure
online?
300 People	
   4 Questions	
  Across the U.S.	
  
I asked…
Knowledge of Hacks
Password Habits
Reasons for Changing Passwords
So what?
Passwords are
broken!
We are responsible for
a better password UX.
Ideas for improving
current password UX.
Poor	
  Security	
  
&	
  Good	
  UX	
  
Good	
  Security	
  
&	
  Poor	
  UX	
  
1. Make
security a
priority.
UX of Passwords  |  Refresh Seattle  |  Claire Carlson
2. Make
“Change
Password”
prominent.
Changing iCloud Password
1Password
 Dashlane
3. Remind
users to
change their
password
every 6
months.
4. Provide 
2-step
verification.
“GeQng	
  into	
  Amazon	
  let	
  my	
  
hackers	
  get	
  into	
  my	
  Apple	
  ID	
  
account,	
  which	
  helped	
  them	
  
get	
  into	
  Gmail,	
  which	
  gave	
  
them	
  access	
  to	
  TwiGer.	
  Had	
  I	
  
used	
  two-­‐factor	
  
authenZcaZon	
  for	
  my	
  Google	
  
account	
  ,	
  it’s	
  possible	
  that	
  
none	
  of	
  this	
  would	
  have	
  
happened.”	
  	
  
-­‐	
  MaG	
  Honan,	
  WIRED	
  
“he	
  very	
  four	
  digits	
  that	
  
Amazon	
  considers	
  
unimportant	
  enough	
  to	
  
display	
  in	
  the	
  clear	
  on	
  the	
  
web	
  are	
  precisely	
  the	
  same	
  
ones	
  that	
  Apple	
  considers	
  
secure	
  enough	
  to	
  perform	
  
idenZty	
  verificaZon.”	
  	
  
-­‐	
  MaG	
  Honan,	
  WIRED	
  
Digits
Google
Security Key
5. Incentivize good
security habits.
6. Advise users to
create long strings,
not random strings.
hGp://xkcd.com/936/	
  	
  
hGp://xkcd.com/936/	
  	
  
UX of Passwords  |  Refresh Seattle  |  Claire Carlson
7. Show requirements
all the time.
UX of Passwords  |  Refresh Seattle  |  Claire Carlson
UX of Passwords  |  Refresh Seattle  |  Claire Carlson
8. Show password
characters.
“If people attempt to
recover a password
while checking out on a
e-commerce site, 75%
won’t complete their
purchase.” 
	
  
–	
  Jared	
  Spool	
  
“Masking passwords
doesn't even increase
security, but it does cost
you business due to
login failures.”

–	
  Nielsen	
  Norman	
  Group	
  
hGp://uxmovement.com/forms/why-­‐password-­‐masking-­‐can-­‐hurt-­‐your-­‐sign-­‐up-­‐form/	
  	
  
hGp://www.lukew.com/ff/entry.asp?1941	
  	
  
9. Timeout after five failed
login attempts.
10. Ask security questions
when a user calls customer
service and when a user logs
in from a new device or
network.
UX of Passwords  |  Refresh Seattle  |  Claire Carlson
What does the future of
passwords look like?
UX of Passwords  |  Refresh Seattle  |  Claire Carlson
UX of Passwords  |  Refresh Seattle  |  Claire Carlson
UX of Passwords  |  Refresh Seattle  |  Claire Carlson
UX of Passwords  |  Refresh Seattle  |  Claire Carlson
UX of Passwords  |  Refresh Seattle  |  Claire Carlson
UX of Passwords  |  Refresh Seattle  |  Claire Carlson
UX of Passwords  |  Refresh Seattle  |  Claire Carlson
Nobody is 
hack-proof.
Don’t let
this happen
to your
users.
Where do you see
authentication
heading?
Thank you!
@TheNextUX

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