Objective

Verizon’s authentication flow is a crucial entry point for millions of users accessing their mobile app. However, it was plagued by usability issues, inconsistent patterns, and high rates of failed login attempts — impacting both customer satisfaction and service efficiency.

Simplify and streamline login flows:

  • Reduce account lockouts and support tickets

  • Increase adoption of secure login methods
    (Biometric, Passkey)

  • Align with Verizon’s 3.0 design system and digital modernization goals

RESULTS

This project delivered a comprehensive redesign of Verizon’s authentication experience. The work included simplified login flows, passwordless entry points, and recovery improvements—each grounded in user research and designed to reduce friction.

Our redesign of the biometric prompt was successfully implemented, leading to increased adoption and more positive user feedback around secure login. The work introduced clearer language, improved timing, and an opt-out option that gave users more control.

 

Moderated Usability Testing

Our research team began with moderated user testing sessions to assess the usability of the reset password flow. We evaluated the users’ comprehension and attitude towards the information and interactions provided throughout the experience

Research goals:

  • Understand user expectations around login and recovery

  • Identify pain points, drop-offs, and usability failures

  • Evaluate response to biometric and passwordless options

Participants:

  • Mix of iOS and Android users

  • Mobile-first and home-based users

  • Mix of new and returning Verizon customers

 


Current State AUDIT

 

We mapped the full landscape of login flows across devices, platforms, and edge cases:

  • Recognized vs. unrecognized devices

  • Logged-in vs. logged-out states

  • 2FA, SMS, push, and biometric settings

  • Login via MDN, user ID, and password

The analysis revealed significant inconsistencies, redundant steps, confusing error handling, and missing fallback paths.

 


Competitive Analysis

We benchmarked against leading apps in telecom, finance, and utilities, focusing on:

  • Passwordless UX patterns

  • Recovery flows and error messaging

  • UI clarity and user control

Findings shaped our recommendations to reduce screen count, eliminate friction, and modernize authentication entry points.

 
 
 

Insights & Opportunities:

 

Low Effort (Quick Wins)

  • UI modernization: Migrate from Design System 2.0 to 3.0 for clarity and consistency

  • Reduce screen count: Eliminate unnecessary steps, confirmations, and redundant input

  • Remove ZIP code prompt: Adds friction with no security value

  • Improve password creation rules: Replace vague terms (“hard to guess”), remove “confirm password” field

  • Replace static screens with interactive OTP push notifications

  • Fix login error feedback: Guide users before lockout, especially when struggling

  • Remove “3 OTPs in 24 hours” limit, or provide alternate pathways (biometric, Passkey)

High Effort (Strategic Imrprovements)

Biometric Authentication

  • Repositioned biometric opt-in immediately post-login

  • Simplified CTA and added “Don’t show me again” option

  • Multiple iterations tested with researchers and content team

  • Increased enrollment in Face ID and fingerprint authentication

Passkey Integration

  • Designed secure, cross-platform Passkey login experience

  • Reduced phishing risk and call center burden

  • Aligned with platform guidelines and Verizon’s security standards

  • Collaborated with product, engineering, and legal stakeholders

 
 


Passwordless Authentication:

 

1. Biometrics

In our efforts to increase biometric adoption, we moved the biometric prompt to appear immediately after login, when users are most likely to opt in. A “Don’t show again” link was added to reduce friction.

Testing: We worked closely with content strategists and researchers, including several iterations of testing to find the best solution to encourage users to enroll in Face or Touch ID.

 
 
 

2. Passkey

In a collaborative effort to enhance digital security and user accessibility, we spearheaded an initiative to seamlessly integrate Passkey into the Verizon Application's authentication flow.

Working with a cross-functional team, including product owners, engineering, and thought leaders, we designed the user experience for the new, more secure, passwordless sign-in experience for users across various platforms.

Presentation deck: This content represents information incorporated in a presentation deck to educate team members/leadership and create alignment to support this initiative.