Lee Crossleywe’ve seen auto tabbing bomb in testing. It confused everybody, including highly skilled users. They’d be keyboard tabbing through form fields and not looking at the screen. There is an argument however that it could be useful for internal data entry interfaces.
On Verify, we have observed less confident users experiencing very significant issues creating valid usernames. Although not everyone will have an email address, it appears to be less problematic as an identifier
KBV questions should be described as an 'identity test'
Before the user is asked questions, the identity test should be introduced with a clear statement that explains:
the role of the questions within the process (this is to make sure someone isn’t pretending to be you)
the source of the data used to generate the questions
Reassurance to address concerns over impact on credit file (or which ever record is used as the source of the questions)
Ask one question per page
Present the potential answers as a set of radio buttons. Do not use a dropdown list (select box).
Avoid questions relating to unused or dormant accounts (for example, credit cards with little activity)
Ensure that the answers presented are clearly understood and phrased in language that is meaningful to users. (Issues have been observed where the names given for providers of a financial service on a credit file was not the name familiar to the user.)