Gallagher Security's 2025 Trends Report highlights the impact of human behaviour on security solutions.
The report identifies a significant gap in security research, noting a lack of focus on the interaction between End Users, operators, and non-decision-makers with security systems.
It suggests that in an industry dominated by technological advancements, the human aspect is often neglected, preventing valuable insights from being realised.
Meredith Palmer, Chief Product Officer, commented on the importance of engaging with customers to understand their evolving needs.
She stated: "When you focus on the human elements, you can uncover surprising insights. One of the most interesting points that came out of this year's report was that a survey participant is using access control data to plan their cafeteria menu."
"It makes perfect sense – when your building is busiest you want to make sure you're well-staffed and order accordingly – but I don't think many would think of using their security solutions to inform those decisions. It's a perfect example of what can be achieved by paying closer attention to behavioural patterns."
The report also highlights the risks associated with neglecting the human side of security, which could result in misaligned solutions and unrealised technological potential.
Palmer elaborated: "Neglecting the human side of security can have significant consequences like poorly understood user needs that lead to inefficiencies and even security gaps."
"A system that's too complicated for users to navigate or one that fails to account for different use cases across industry verticals could render even the best technology ineffective, which is why focusing on customer and behavioural research is critical."
According to the report, End Users primarily consider partnership, support, and trust as central factors in their purchasing decisions.
Palmer emphasised that understanding behaviour influences not only a system's functionality but also offers business advantages.
Palmer further articulated the importance of understanding behavioural aspects as foundational to operations but acknowledged that it is often overlooked.
"Among the diversity of perspectives present in this year's report, one truth rings loud and clear: technologies will evolve, but the cornerstone of success will always be the value of relationships," she explained. "Whether it's with long-time partners or new voices shaping the future, the relationships we build are the foundation of everything we do."
