In reply to Andrew.
Hi Andrew, great to hear the blog post was of interest.
I think that both of the explanations you suggest are relevant here, however I probably wouldn’t draw general conclusions about multi-factor authentication for all online services.
In our research, users often saw multi-factor authentication as a typical part of creating and using a government account because of the higher level of security around transactions with the government.
However, we have also been looking into the fact that different implementations of multi-factor authentication are a barrier for some users. For example, we found that users with poor mobile reception struggle to get through the process, so we’ve been exploring how to give these users a different way to get a security code.
Best,
Maxwell