Customer Field Studies

Observe real users in real environments — not controlled labs.

Field studies reveal the gap between how users should behave and how they actually behave. Look for:

Controls being bypassed

Warnings ignored or clicked through

Friction that drives insecure workarounds

The goal: Design systems where secure behavior is the path of least resistance — not just policy-compliant on paper.

Discussion prompts

• Has your team ever conducted a field study focused specifically on customer security behavior?
• What security controls in your product do users routinely work around?
• What would you discover about your product's security UX if you watched a real customer use it for an hour?