There’s a great post over at boagworld called User Experience Design is not what you think. I was particularly fascinated by the following:
If you need to call Barclays you can do so via the app. This allows you to skip the authentication over the phone because you did that when you logged into the app.
I have honestly no idea how this is done technically but it’s inspiring to think about the amount of technical work that have been done behind the scenes to be able to create something as “shallow” as not having the say your pin code when you dial in. It really goes to show that it’s the small things that create an amazing experience. Well done Barclays for investing the time in creating a great seamless user experience.