9 Usability Considerations
All changes in this version
Title changed
Before · SP 800-63A
Usability Considerations
After · SP 800-63A-4
Usability Considerations
Control changed
Before · SP 800-63A
This section is informative .
This section is intended to raise implementers’ awareness of the usability considerations associated with enrollment and identity proofing (for usability considerations for typical authenticator usage and intermittent events, see SP 800-63B , Section 10.
ISO/IEC 9241-11 defines usability as the “extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use.” This definition focuses on users, goals, and context of use as the necessary elements for achieving effectiveness, efficiency, and satisfaction. A holistic approach considering these key elements is necessary to achieve usability.
The overarching goal of usability for enrollment and identity proofing is to promote a smooth, positive enrollment process for users by minimizing user burden (e.g., time and frustration) and enrollment friction (e.g., the number of steps to complete and amount of information to track). To achieve this goal, organizations have to first familiarize themselves with their users.
The enrollment and identity proofing process sets the stage for a user’s interactions with a given CSP and the online services that the user will access; as negative first impressions can influence user perception of subsequent interactions, organizations need to promote a positive user experience throughout the process.
Usability cannot be achieved in a piecemeal manner. Performing a usability evaluation on the enrollment and identity proofing process is critical. It is important to conduct usability evaluation with representative users, realistic goals and tasks, and appropriate contexts of use. The enrollment and identity proofing process should be designed and implemented so it is easy for users to do the right thing, hard to do the wrong thing, and easy to recover when the wrong thing happens.
From the user’s perspective, the three main steps of enrollment and identity proofing are pre- enrollment preparation, the enrollment and proofing session, and post-enrollment actions. These steps may occur in a single session or there could be significant time elapsed between each one (e.g., days or weeks).
General and step-specific usability considerations are described in sub-sections below.
ASSUMPTIONS
In this section, the term “users” means “applicants” or “subscribers.”
Guidelines and considerations are described from the users’ perspective.
Accessibility differs from usability and is out of scope for this document. Section 508 was enacted to eliminate barriers in information technology and require federal agencies to make their electronic and information technology public content accessible to people with disabilities. Refer to Section 508 law and standards for accessibility guidance.
After · SP 800-63A-4
This section is informative .
This section is intended to raise implementers’ awareness of the usability considerations associated with enrollment and identity proofing (for usability considerations for typical authenticator usage and intermittent events, see SP 800-63B , Section 10.
ISO/IEC 9241-11 defines usability as the “extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use.” This definition focuses on users, goals, and context of use as the necessary elements for achieving effectiveness, efficiency, and satisfaction. A holistic approach considering these key elements is necessary to achieve usability.
The overarching goal of usability for enrollment and identity proofing is to promote a smooth, positive enrollment process for users by minimizing user burden (e.g., time and frustration) and enrollment friction (e.g., the number of steps to complete and amount of information to track). To achieve this goal, organizations have to first familiarize themselves with their users.
The enrollment and identity proofing process sets the stage for a user’s interactions with a given CSP and the online services that the user will access; as negative first impressions can influence user perception of subsequent interactions, organizations need to promote a positive user experience throughout the process.
Usability cannot be achieved in a piecemeal manner. Performing a usability evaluation on the enrollment and identity proofing process is critical. It is important to conduct usability evaluation with representative users, realistic goals and tasks, and appropriate contexts of use. The enrollment and identity proofing process should be designed and implemented so it is easy for users to do the right thing, hard to do the wrong thing, and easy to recover when the wrong thing happens.
From the user’s perspective, the three main steps of enrollment and identity proofing are pre- enrollment preparation, the enrollment and proofing session, and post-enrollment actions. These steps may occur in a single session or there could be significant time elapsed between each one (e.g., days or weeks).
General and step-specific usability considerations are described in sub-sections below.
ASSUMPTIONS
In this section, the term “users” means “applicants” or “subscribers.”
Guidelines and considerations are described from the users’ perspective.
Accessibility differs from usability and is out of scope for this document. Section 508 was enacted to eliminate barriers in information technology and require federal agencies to make their electronic and information technology public content accessible to people with disabilities. Refer to Section 508 law and standards for accessibility guidance.