dug 
Just on the phone with Lloyds and have been taken through a series of security questions that are not only absurd, but harmful. If I was cognitively challenged in any way, or was in any way autistic, I would have been stressed to the point of ending the call.
- I was asked my star sign (I don’t now what it is)
- Even though I had just given my birth date, I was asked how old I would be at my next birthday (in denial about my age, I wasn’t sure and struggled to answer. Had to do the calculation)
- I was then asked for a street or avenue near where I lived. Again, I know where I live but how am I supposed to answer that? I wouldn’t be calling in the first place if this wasn’t a stressful situation and now you’re putting the resolution of my problem on the success in answering these challenges.
I’ve been in the ideation workshops where these things get invented. I know why they’re necessary and I acknowledge how hard it is to get these things right. I recognise this is better than being asked questions about specific transactions when you’re calling to access your account (and can’t therefore see the transactions).
But this is just crazy. We can do better than this.
Universal barriers:
Link: https://gds.blog.gov.uk/2019/03/26/understanding-all-the-barriers-service-users-might-face/