[Sigia-l] secret question & answer

[Todd R.Warfel]

Apple used to use this type of "security feature" when you forgot your 
username or password combination for their on-line accounts (e.g. 
developer network, store). They've since abandoned it and moved to a 
more traditional "email" your password to you feature. When I spoke to 
their customer service support about it, there were two main reasons:
1) users couldn't remember the answers to all three of the questions
2) why should I have to answer three questions? (overkill - get one 
wrong and you're out of luck)

We tried and tested a similar model at Cornell and abandoned it as well 
for the same reasons. Instead, we took the Amazon approach - if you 
request your password, any sensitive data (e.g. credit card info, 
social security number) would be removed from the account. The user 
receives a prompt at the reminder screen prior to the final submit 
button.

On Feb 2, 2004, at 8:21 PM, Samantha Bailey wrote:

> -some users feel that having to answer 3 questions is overkill

Cheers!

Todd R. Warfel
User Experience Architect
MessageFirst | making products easier to use
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Contact Info
voice: 	(607) 339-9640
email: 	twarfel at messagefirst.com
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aim: 	twarfel at mac.com
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In theory, theory and practice are the same.
In practice, they are not.
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