Balancing Security and Customer Experience During Digital Account Creation and Authentication for Benefits Delivery at BenCon 2024
This presentation explores the balance between security and user experience in digital benefit account creation and authentication, highlighting insights from a forthcoming playbook focused on SNAP and Medicaid portals.
In Balancing Security and Customer Experience During Digital Account Creation and Authentication for Benefits Delivery, Kennedy Alexis, U.S. Digital Corps fellow with the General Services Administration, and Yan-Yin Choy, product manager with Nava PBC, shared insights from the Federal Facing a Financial Shock Initiative’s research into authentication and account creation in state benefits applications. Their presentation highlighted insights from a forthcoming playbook focused on digital account management in online SNAP and Medicaid portals. Their research found “states want clarity on when to trigger authentication and account creation in the [application workflow] to balance usability and security,” Choy said.
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