Security Of Digital Banking Systems In Poland: Users Study 2019

Our aim of this study was to discover believes, behaviors, thoughts and habits of digital banking users in Poland, we wanted to understand their motivation and drivers while using electronic and mobile financial services. Thanks to using Design Thinking research methodology we empathized users deeply and defined personas - representing user groups of common features and way of thinking and acting. Our desk research and users interview resulted in the identification of a number of aspects of e-banking, that can/should be taken into consideration by its users and, possibly, providers in order to assess the security of the service from the perspective of usability. We have interviewed 62 people in Poland (age span 16-72, different professions and familiarity level with e-banking solutions) in a form of qualitative study - in-depth survey (one hour per person) and discussed security issues with several Polish banks representatives. This paper is essence extract of full research conducted in this area. It presents and summarises the main assumptions and results.