Findings Challenges identified for Web surveys
Internet usage/browsing Participants focused on the use of social media (e.g., Facebook)
Participants frequently use the Google search engine to browse the Internet
Difficulty entering URLs and understanding its common use (e.g., accessing a website)
Lack of familiarity with hyperlinks (e.g., users do not know that hyperlinks clickable)
Understanding how to use a PIN
Following the convention of selecting a security question
Questionnaire design and visual cue conventions Use of “Next” buttons
Recognition of “check marks”
Scrolling down on a mobile screen