in User Centered Design

Citibank’s Virtual KeyPad Login : Observations and Recommendations

Citibank has introduced a Virtual keypad to their Login page Via Lalith

Citibank's Virtual Keypad Login : Review

The “Virtual Key Pad” functionality has “Load Time” issues:
It takes a while for the keys to become “ clickable”. As a User, I tried to clicking on a alphabet but NOTHING happened. This creates Disharmony.

The Interface needs to display a “ Loading…” message and must communicate the fact that the System is ready for User Input. Till that time, the keys can be grayed out or appear “ un-clickable”

Inconsistency:
While the QWERTY keyboard pattern is retained from the exiting Physical Keyword, the location of the Numeric Keys is randomized. As a User I expect to numbers arranged in a logical order and not randomized. (I am still thinking about this from a Security point of view)

The “Backspace/ Back” button is displayed differently from the alpha-numeric keys and placed above the keypad.

Visual Feedback/ Affordance:
The Virtual Keypad can have a Mouse over effect. This gives a additional visual confirmation of an “alphabet selection”. The Keypad can also have a 3d effect (push button”)

Further, the entire square/rectangle shaped key is not mapped to be clicked. This again creates Disharmony. As a user I expect the entire key area to be “clickable”

Why do i need an IPIN and then a QPIN? Then there’s a TPIN? Citibanks gotta work on a Single PIN concept.

Citibank has given more importance to Security than Usability.

Update : Just finished making a presentation on Touch Screen Design Guidelines. Instead of using QWERTY keypad, its better to arrange alphabets aphabetically into 3 rows. When it come to numeric keys, its better to arrange when in “telephone” format ( digit 1 being on the upper left). Read More on Touch Screen Interfaces >>

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12 Comments

  1. Bajji April 10, 2005
  2. MuthuAuthor April 11, 2005
  3. Bajji April 11, 2005
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  5. Ruth Ellison April 13, 2005
  6. MuthuAuthor April 14, 2005
  7. Bajji April 15, 2005
  8. MuthuAuthor May 10, 2005
  9. Umesh January 19, 2007
  10. prakash chhajed October 29, 2013

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