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jewel-andraia/email to Venmo feedback march 11 2022.md

Created March 11, 2022 16:34
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Venmo Pin/touch ID flow accessibility issues
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email to Venmo feedback march 11 2022.md

Tell us what's on your mind:

The "PIN / Touch ID" security screen is frustrating when I'm trying to send money or request money, which often leads me to bounce and give up on the transaction. The flow could be improved to reduce frustrations. This is an accessibility concern because of cognitive disabilities that I suffer because of genetics, and many other people suffer due to genetics or damage acquired by diseases like COVID, environmental dangers like lead poisoning, traumatic brain injuries, etc. https://help.venmo.com/hc/en-us/articles/217532257-PIN-Touch-ID

I get frustrated because that security screen appears every time I open the Venmo app, and I switch apps multiple times while completing that flow. I switch apps multiple times to jump back to text message, email, social media, notes. I use these apps to verify details of the transaction: the recipient's username/phone/email, their face, the amount of money, and the message. I struggle to remember these details when because of poor working memory due to neurological issues. Switching apps exacerbates the issue of working memory because I can't see the source material for verification, nor can I see contextual reminders like other parts of the text/email app. The security screen exacerbates this issue because I must take an extra step to remember and type in my PIN, which blocks out my memory of the transaction details; or fight with TouchID being flaky, which adds more time and stress which further exacerbates the memory issues. I want to keep the security screen because it's a valuable protection against a thief using my phone to send money without my consent.

In short, the security screen consistently adds extra steps which frustrate me from completing a transaction, and improving it seems a low hanging fruit to me.

Suggestions to improve accessibility of the PIN/Touch ID security flow:

Thanks for your consideration!

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