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How generational differences impact thoughts on security and self-service

Knowing how millennials and Gen Z-ers feel about data security is a critical component to understanding how, and if, these individuals will be comfortable sharing sensitive data on a public facing device. How will generational differences influence self-service device usage and how can self-service change to accommodate those differences?

June 22, 2015 by Laura Miller — Director of Marketing, Kioware

Data security and interactive digital self-service devices go hand in hand. Without a secure method for protecting data and devices, customers may be hesitant (and rightly so), to purchase or submit information.

According to a Softchoice survey, (quoted in HBR.org), millennials tend to be well aware of the security issues that go along with entering and keeping sensitive information electronically. They are also aware of the risks and vulnerabilities of sharing data in the cloud or via other electronic methods. According to millennials, if someone wants to access information badly enough, they will gain access to it. As such, they seem to be less careful with information, and less protective of passwords. Gen Z-ers are similarly comfortable with sharing data online. They are more likely than older generations to share credit card pins, smartphone passwords and internet banking passwords, and they are less tolerant of security measures that cause delays. They do not believe that anything is private or secure, but they are quite comfortable with taking that risk.

Biometric Security & Kiosks

As has been described in various articles about the future of self-service, biometric security may well be the future of authentication. According toVisa Europe, Gen Z-ers believe biometrics are more secure than passwords or other traditional methods of authentication. What types of biometric authentication, in particular? Fingerprinting and retina scans seem to be most trusted while facial recognition is considered an option, though a less secure one.

Two Factor Authentication for Kiosk Security

Using biometrics as a single factor of authentication, and passwords as a second factor may increase perceived and actual data security. With the current state of the self-service industry, and the imminent requirements for EMV compliance and increasingly standard need for dual factor authentication, it becomes evident that the security of the future will likely not be one single method of verification, but a combination of biometric and private information.

Self Service Security Requirements

How will the self service industry need to change to accommodate Gen Z-ers and continue to adapt to millennials? Because they understand the risks of entering sensitive data and are willing to shoulder that danger, self-service devices will be looked upon as a convenience, not a threat. Self-service devices must continue to be secure, protecting entered data and the network from breaches.

Similarly, since Gen Z and millennial users are going to be less careful with sensitive data and documents, it is important that self-service devices be configured to protect sensitive company, personal or financial information from being uploaded to the cloud, downloaded to an external device or shared with unauthorized individuals. This protection can be ensured via kiosk software.

In addition to restricting access to and sharing of data, the self-service industry will be best served by developing biometric options and automating session restarts to protect users without requiring additional time or causing a delay for impatient Gen Z and millennial customers. While information security will continue to be a major concern for customers, Gen Z-ers and millennials seem to believe that the risk is worth the reward. The self-service industry can leverage that belief, while also working to mitigate risk, protect the customer, the data and, ultimately, the self-service experience for years to come.