The COVID-19 pandemic has shifted the trajectory of daily life for all, creating new societal norms of remote living, socially-distanced activities and updated hygiene standards. With the world’s digital transformation catalyzed by the global pandemic, understanding how consumers are changing their habits and philosophies on a digital lifestyle is paramount to improving user experience, increasing security and privacy and implementing digital identity solutions.

Digital identity provider ForgeRock has announced the release of “The New Normal – Living Life Online,” a global report investigating how consumer behaviors are adapting in response to COVID-19. Through a study of 5,000 consumers from the United States, United Kingdom, Germany, Australia and Singapore, ForgeRock discovered key findings regarding how people’s routines, experiences and preferences have changed as a result of COVID-19 and how they plan to engage with the world in the post-pandemic future.

Key findings from the report include:

• Nearly half (45%) of all consumers polled say they will use more online services post-pandemic than they did before it started.
• However, more than one-third (35%) warn that a difficult log-in process would cause them to cancel their account, while 32% said they would look to another service.
• Consumers 65 and older have embraced their new digital lifestyles, with 31% reporting they plan to only shop online after stay-at-home restrictions are lifted.
• One-third of consumers ages 18-24 will not be returning to stadiums or theatres. Instead, they plan to keep watching sports, concerts and movies online post-pandemic.

Evidently, COVID-19 has fundamentally changed the way in which consumers engage and participate in any activity that typically involves human-to-human contact. More people are choosing to shop online, telehealth visits have become more commonplace, schools and workplaces have figured out how to function remotely, and social activities have moved toward virtual alternatives as well. 

Some of these online shifts have been warmly welcomed into consumers’ lives. Registering to vote online, for example, is preferred by 63% of respondents, and watching sporting events online is preferred by 54% of respondents. However, not all virtual experiences were loved, most likely due to their personal nature and quality of experience. According to the report, 66% of respondents still prefer grocery shopping in person, and 71% prefer in-person doctor and healthcare visits, making it clear that current digital substitutes to satisfy consumer needs still have many challenges to overcome.

“The transition to digital adds a level of convenience to activities, but if a consumer encounters a poor digital experience, they won’t hesitate to switch apps for something that is easier to use and delivers a better overall user experience,” said Ben Goodman, SVP of Global Business and Corporate Development at ForgeRock. “This means businesses must leverage sophisticated digital identity approaches to keep the customer experience friction-free. With still so many unknowns with COVID-19 and its continued impact on how consumers live, work, learn and play, businesses and organizations that do not heed this shift in consumer behavior risk falling short of consumer expectations, and potentially missing out on big revenue opportunities.”

Although the pandemic will subside in the near future, the changes in society and behavior will stick around. Increased digitization will require new, robust solutions to protect user privacy and information, all while maintaining user experience and implementing innovative design. These new technological solutions will soon define what life is like post-pandemic.