Its a pretty major change so we want to understand if and how it’ll impact the way customers use the app.
Running experiments helps us plan if there are any impacts we need to cater for, for example if significantly more customers contact us to recover their PIN or this changes how often customers open the app. Basically we want to know what to expect!
We’ve explored a number of options and conducted initial research which has led us to start with the card PIN. We’re initially focusing on the options which meet our bar for a secure experience without adding too much additional friction by changing how customers are already used to authenticating in app