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UX Webinar Series: Aligning Authentication Experiences with Business Goals
The FIDO Alliance webinar discusses the adoption of passkeys as a fundamental element in consumer authentication strategies, highlighting their potential to drive revenue and reduce costs. It outlines user feedback on passkey experiences, emphasizing the convenience and perceived security they offer over traditional methods. The presentation encourages organizations to educate users about passkeys to facilitate a smoother transition as they move away from passwords.
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UX Webinar Series: Aligning Authentication Experiences with Business Goals
- 1. © FIDO Alliance2024 Confidential 1 © FIDO Alliance 2024 Confidential 1 WELCOME, Envisioners!
- 2. © FIDO Alliance2024 Confidential 2 © FIDO Alliance 2024 Confidential 2 Aligning Authentication Experiences with Business Goals
- 3. © FIDO Alliance2024 Confidential 3 Welcome to the webinar All attendees are in listen-only mode Ask your questions in the question widget! The webinar is being recorded The webinar recording will be emailed to you and published following the event Please stay on to take the survey at the conclusion of the webinar
- 4. © FIDO Alliance2024 Confidential 4 Passkey Design Webinar Series Join live or view on-demand! ON-DEMAND Passkeys: the Foundation of Consumer Auth Strategy Learn why major service providers are adopting passkeys as the foundation of their consumer authentication strategy. JUNE 25 Drive Revenue & Decrease Costs with Passkeys Learn how to drive revenue and decrease costs with passkeys for consumer authentication. JULY 2 Passkeys Design Guidelines: AMA (ask me anything!) The floor is yours to ask FIDO Alliance subject matter experts anything in an: “Ask Me Anything” format.
- 5. © FIDO Alliance2024 Confidential 5 © FIDO Alliance 2024 Confidential 5 Leo Botezatu Court Morgan Director of Product & Service Design Mastercard Member, UX Working Group FIDO Alliance Lead UX Content Designer Google Content Strategy Lead, UX Working Group FIDO Alliance Elizabeth Beasley Senior Content Designer Intuit Content Strategy Lead, UX Working Group FIDO Alliance
- 6. © FIDO Alliance2024 Confidential 6 © FIDO Alliance 2024 Confidential 6 Using FIDO Guidelines & figuring out your own Elizabeth Beasley Senior Content Designer Intuit
- 7. © FIDO Alliance2024 Confidential 7 🔥 https://fidoalliance.org/design-guidelines/principles/ Or simply search FIDO passkeys design guidelines!
- 8. © FIDO Alliance2024 Confidential 8 What I tested Everyone saw these Sign UP cohort only Sign IN cohort only
- 9. © FIDO Alliance2024 Confidential 9 What I learned Final version with perfect combo of H1 & H2 TurboTax and QuickBooks customers have different styles: TurboTax customers are more interested in getting things done quickly and value convenience. QuickBooks customers are more discerning — they like to evaluate, think things through, and seemed more thoughtful about security. Skipping isn’t bad: Several people skipped and said they liked having that option. Quite a few said they’d do it later. One person wanted to get in to see if they liked the software and then add a passkey later, once they committed to the product. Adoption could take time: There will always be people who just don’t want to try a new thing – they’re “not into new tech”, their phone doesn’t support biometrics, or they’re just not interested. We should set our expectation that some customers will never adopt passkeys or it may take a few years until they’re familiar with the tech and willing to try it.
- 10. © FIDO Alliance2024 Confidential 10 © FIDO Alliance 2024 Confidential 10 Demystifying passkey experiences & aligning on requirements Court Morgan Lead UX Content Designer Google
- 11. © FIDO Alliance2024 Confidential 11 Demystifying the passkey experience will help your team align on requirements
- 12. © FIDO Alliance2024 Confidential 12 But you’ll probably have to keep demystifying it
- 13. © FIDO Alliance2024 Confidential 13 “What is a passkey?” Internally, you will have to answer this question many, many times. But the technical answer will only lead to more questions, especially when considering the user experience.
- 14. © FIDO Alliance2024 Confidential 14 Lead with the user experience To avoid getting in the weeds, open your conversations with the explanation of the user experience: Instead of having to remember a password and maybe do a second step, users will only have to unlock their device to securely sign in
- 15. © FIDO Alliance2024 Confidential 15 Then you can explain the technology A passkey is a key pair. One key is public, registered with the app, service, or website the user is accessing. The other key is private, stored only on the users device. ✨Security✨
- 16. © FIDO Alliance2024 Confidential 16 “But what is a key?” A key is a long alphanumeric string. It is end-to-end encrypted, meaning no one, not the app/website or the user can see an unhashed version. 9BMY1KA4 UTE78NM8 Y9NN0912 DO071KLN I6YTQ290I ✨Security✨ ✨Security✨
- 17. © FIDO Alliance2024 Confidential 17 “Won’t this be too complicated for users?” You’ll inevitably get to this question. But thankfully the answer is decidedly, “no.” Remind your team Users will be able to securely authenticate by ✨simply unlocking their device✨ with their biometric or screen lock.
- 18. © FIDO Alliance2024 Confidential 18 Passkeys give users the convenience they want with the security they deserve
- 19. © FIDO Alliance2024 Confidential 19 Users just need to know the benefits, how to use them, and how to learn more Google’s first in-product promo:
- 20. © FIDO Alliance2024 Confidential 20 63% of users find passkeys easier to use Question | How much do you agree or disagree with: “Passkeys are easier to use than my previous sign- in method” Google 2024
- 21. © FIDO Alliance2024 Confidential 21 62% of users feel more secure with passkeys Question | How much do you agree or disagree with: “Passkeys feel more secure than my previous sign- in method” Google 2024
- 22. © FIDO Alliance2024 Confidential 22 76% of users who have tried passkeys are likely to use them again in the future Google 2023
- 23. © FIDO Alliance2024 Confidential 23 So, why say the word “passkeys” at all? You’ll also have to answer this question…many, many times. The answer is simple: Users deserve to know what they are using to authenticate
- 24. © FIDO Alliance2024 Confidential 24 Interrupt, enable, and get out of the way The most effective time to introduce passkeys is in authentication-related moments, like right after sign-in. But users are not online to sign in. This moment is inherently interruptive.
- 25. © FIDO Alliance2024 Confidential 25 By saying “passkey” you’re enabling user education The more discerning user will be able to access the huge network of content already available online: The FIDO Alliance website (Resource center) The Google Security blog & Keyword blog The Google Safety Center
- 26. © FIDO Alliance2024 Confidential 26 By saying “passkey” you’re enabling user education… You’re also: Reducing the cognitive load of the user trying to access your services Lessening the burden on the product to keep up with accurate descriptions of the underlying tech Helping users acclimate to the new world where “passwords” could become a thing of the past
- 27. © FIDO Alliance2024 Confidential 27 © FIDO Alliance 2024 Confidential 27 FIDO Design Guidelines
- 28. © FIDO Alliance2024 Confidential 28 How FIDO produces Design Guidelines Curated 270 passkey touchpoints documented Grouped 7 themes identified Selected 6 design patterns to pursue in 2024 Built prototypes and ideated experiences Tested with a third party UX research firm and real users Publish 14 total patterns that drive business outcomes … 6x repeat … Consumer use case (unregulated), 16 U.S. consumers, iOS, Android, Windows, 8 service providers Audited 8 well-known passkey deployments
- 29. © FIDO Alliance2024 Confidential 29 What’s included?
- 30. © FIDO Alliance2024 Confidential 30 © FIDO Alliance 2024 Confidential 30 Get all the guidelines! fidoalliance.org/design-guidelines
- 31. © FIDO Alliance2024 Confidential 31 © FIDO Alliance 2024 Confidential 31 Q&A
- 32. © FIDO Alliance2024 Confidential 32 © FIDO Alliance 2024 Confidential 32 Thank you!