One Time Password, 4 to 12 digit number being used for authentication purpose. Due to complex structure, it increases cognitive load for users and leads to frustration. So, how we can provide better experience?
In India, we have two factor card authentication for transaction above Rs. 2000 (approx. $30). When a user does a transaction through Debit/Credit card, the common practice to authentic card data is One Time Password (OTP) or alpha numeric password. If user selects OTP option, he receives a message that consists of number ranging between 4 to 12 digits which he has to input to complete transaction.
OTP is also being used in various scenarios such as in accessing a digital wallet, authenticating mobile number and while resetting a password. Some of the brands that uses OTP are Adobe, Axis Bank, HDFC bank, LinkedIn, Paytm, PayZap, IRCTC and Uber.
However, the structure of OTP is complex. In most of the cases, the OTP is lengthy and difficult for user to remember in the first go. He will have to go back and forth from the app/website to message box in order to input the long sequence number for successful transaction. This results in frustration and bad user experience. For example, If a user receives 73126711 as OTP while doing important banking transaction. It reduces the efficiency and affect user’s experience.
How to construct OTP?
Keep 4 to 6 digit OTP number.
Generate number that can be easy to remember, for example 2244, 1100, 1213 and 9091.
OTP number should be placed in start of a message. Thus, users can see OTP number in notification itself and that helps to continue ongoing journey. Sample OTP, “1122 is your One Time Password for logging into your account.”