Data Breach + Bad Usability = Worst Possible Combo

Rishi Rawat Blog Posts 4 Comments

Target (the retailer) was hacked recently and 110 million customer records were stolen.  Target took swift action and offered customers free credit monitoring for 1 year.  They sent an email asking customers to visit and enter their activation code.

Let’s think about this from the perspective of a Target customer.  They are obviously freaking out and any personal information requested by Target is a sore topic.  But I wanted my identity protected so I visited the requested page.  Screenshot of top half of page—


On I’m required to enter my Social Security number.  That’s a big deal.  I wanted to make sure this was a legitimate site so I scrolled to bottom of page and clicked BBB (Better Business Bureau) link on footer—


Guess what?  The link doesn’t work.  Don’t believe me?  Go to and click BBB (Better Business Bureau) link on bottom half of page.

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