Integrating user experience into cybersecurity: challenges, opportunities and actionable recommendations from a case study

Purpose The paper studies the integration of UX into a cybersecurity project using a longitudinal mixed-method approach, how introducing UX influences design, management decisions and security-relevant outcomes, formalises these mechanisms in a four-phase framework and derives recommendations. Design/methodology/approach An exploratory case study follows a multi-year cybersecurity project (2022–2025) with multiple rounds of participant observation, survey and interviews. Findings UX integration facilitates consensus-building, fosters a human-centred mindset and serves as the backbone of the project. Research limitations/implications Single-case design, small homogeneous sample and context-specific setting prevent statistical generalisation. Practical implications Recommendations and framework support safer, more inclusive systems by al