Abstract

We invest heavily in security controls, yet users still find ways around them. Why? Because security is not just what we implement - it’s what people experience.

This talk reframes cybersecurity through an experience lens, exploring how friction, confusion, and poor design quietly erode security outcomes. Drawing on real-world experience in experience management and measurement, we’ll look at how trust, usability, and confidence directly influence secure behaviour.

Attendees will learn how to identify experience-based security risks, measure trust signals beyond traditional metrics, and partner more effectively with technology and business teams to design security that users actually adopt.

Because in the end, the safest systems are the ones people can (and want to!) use.