Device-pairing — adding a user's phone, tablet, or wearable to a list of trusted devices — is enormously important for trust-building, because it completes the transition from sign-up to reliable ongoing security.
And, with 60% of Americans dropping off during onboarding — the step that precedes device-pairing — the bar for surprising and delighting customers is relatively low.
Think of it this way. The 40% who complete onboarding have invested significant time and effort and shared sensitive information, which signals a degree of commitment and trust. Making the pair device process as quick and painless as possible while still keeping it secure prevents further avoidable friction at a moment when users expect they'll be able to start using the app.
So what approaches move the needle when it comes to device-pairing?
We've analyzed all 35 credit unions in our digital banking research platform FinTech Insights to get a feel for how they approach the pair device process and identify best practices.