Execution & Impact
Passkey adoption — Verizon
Lead Designer · Authentication · Cross-functional team · 1–2 years
Lead Designer · Authentication · Cross-functional team · 1–2 years
Overview
Verizon’s password-based sign-in was failing nearly half of all attempts — and generating over 57,600 support calls a month. Increasing passkey adoption was OKR #1 for the authentication team. I was brought in to design the end-to-end passkey experience and build the strategy for how and when to introduce it to millions of customers, without disrupting the flows they were already in.
Overview
Verizon’s password-based sign-in was failing nearly half of all attempts — and generating over 57,600 support calls a month. Increasing passkey adoption was OKR #1 for the authentication team. I was brought in to design the end-to-end passkey experience and build the strategy for how and when to introduce it to millions of customers, without disrupting the flows they were already in
Impact
• First among the big 3 US telecoms to launch passkey authentication for customers
• 98%+ passkey sign-in success rate (vs. 76.2% overall web average) — passkey sign-in specifically; overall web login success rate is 76.2% across all auth methods
• 24K+ enrollments in 3 months post-launch
• 41% passkey enrollment rate in Forgot Password flow — significantly outperforming the 25% target
• 69 million login attempts per month across app and web — scale context for the stakes of this work
Impact
• First among the big 3 US telecoms to launch passkey authentication for customers
• 98%+ passkey sign-in success rate (vs. 76.2% overall web average) — passkey sign-in specifically; overall web login success rate is 76.2% across all auth methods
• 24K+ enrollments in 3 months post-launch
• 41% passkey enrollment rate in Forgot Password flow — significantly outperforming the 25% target
• 69 million login attempts per month across app and web — scale context for the stakes of this work
Impact
• First among the big 3 US telecoms to launch passkey authentication for customers
• 98%+ passkey sign-in success rate (vs. 76.2% overall web average) — passkey sign-in specifically; overall web login success rate is 76.2% across all auth methods
• 24K+ enrollments in 3 months post-launch
• 41% passkey enrollment rate in Forgot Password flow — significantly outperforming the 25% target
• 69 million login attempts per month across app and web — scale context for the stakes of this work
98%
Passkey sign-in
success rate
76%
Overall sign-in
success rate
24K
Enrollments since launch, via self-discovery
98%
Passkey sign-in
success rate
76%
Overall sign-in
success rate
24K
Enrollments since launch, via self-discovery
The Problem
Half of all login attempts on Verizon.com were failing. Passkeys offered a dramatically better experience — device-bound, biometric, phishing-resistant. But there was no designed path to enroll, and no strategy for how to introduce them without interrupting what customers were trying to do.
My mandate: design the full end-to-end passkey enrollment experience and define when and how to surface it to millions of users.
The Problem
Half of all login attempts on Verizon.com were failing. Passkeys offered a dramatically better experience — device-bound, biometric, phishing-resistant. But there was no designed path to enroll, and no strategy for how to introduce them without interrupting what customers were trying to do.
My mandate: design the full end-to-end passkey enrollment experience and define when and how to surface it to millions of users.
Approach
1. Research first — before a single screen
Leadership and stakeholders had low confidence in passkey adoption. Before designing anything, I spearheaded a passkey awareness study — surveying 300 My Verizon app users and 300 My Verizon website users.
The results were decisive:
66% of app users were already aware of passkeys without any explanation
73% of website users were aware without any prompt
Among those familiar, usage intent was strong in both groups
That data changed the conversation. It gave leadership the confidence to fund the project — and moved the team from 'will customers even want this?' to 'how do we get this in front of them?'
Approach
1. Research first — before a single screen
Leadership and stakeholders had low confidence in passkey adoption. Before designing anything, I spearheaded a passkey awareness study — surveying 300 My Verizon app users and 300 My Verizon website users.
The results were decisive:
66% of app users were already aware of passkeys without any explanation
73% of website users were aware without any prompt
Among those familiar, usage intent was strong in both groups
That data changed the conversation. It gave leadership the confidence to fund the project — and moved the team from 'will customers even want this?' to 'how do we get this in front of them?'
2. Promotion strategy — natural pauses, not interruptions
Mapped the customer journey to find moments where passkey promotion would feel helpful rather than disruptive. The strategy prioritized three entry points — each a natural pause where the customer had already completed their task:
Post verification
Post password reset
Authentication settings page
2. Promotion strategy — natural pauses, not interruptions
Mapped the customer journey to find moments where passkey promotion would feel helpful rather than disruptive. The strategy prioritized three entry points — each a natural pause where the customer had already completed their task:
Post verification
Post password reset
Authentication settings page
3. E2E enrollment design
Designed the complete enrollment experience from the first promotional touchpoint through biometric setup and confirmation — covering the passkey promotion tile, the enrollment flow itself, and the post-enrollment state across app and web.
3. E2E enrollment design
Designed the complete enrollment experience from the first promotional touchpoint through biometric setup and confirmation — covering the passkey promotion tile, the enrollment flow itself, and the post-enrollment state across app and web.
4. Post-enrollment bridge — a requirement I drove
Identified a critical gap: customers who enrolled mid-sales flow had no path back to where they started. I built the use case, brought it to the PM, and it was added as a formal product requirement — ensuring customers could always return to their original context after enrollment.
What shipped
(as of April 2026)
Promotion framework across three entry points: post sign-in, post password reset, authentication settings
Passkey enrollment CTA in the Forgot Password flow — launched April 2026 across Mobile and Fios
End-to-end passkey enrollment flow
Post-enrollment redirect back to originating context
Add a passkey from authentication settings
A moment I'm most proud of
The research study. Stakeholders were skeptical — there was real reluctance to invest in something customers might not want. I pushed for the study, designed the approach, and the results made the case better than any opinion could.
66–73% unaided awareness. Strong usage intent among those familiar. It turned a funding question into a design problem — which is exactly where I wanted it to be.
What this shows
Strategic influence before the work starts — not just after. Research advocacy that unlocked a project. Systems thinking across a multi-surface enrollment experience. And a measurable outcome: a 41% enrollment rate in a flow that targets customers at their moment of highest friction — and a first-mover position no other major US telecom has matched.
Execution & Impact
Passkey adoption — Verizon
Lead Designer · Authentication · Cross-functional team · 1–2 years
Lead Designer · Authentication · Cross-functional team · 1–2 years
Overview
Verizon’s password-based sign-in was failing nearly half of all attempts — and generating over 57,600 support calls a month. Increasing passkey adoption was OKR #1 for the authentication team. I was brought in to design the end-to-end passkey experience and build the strategy for how and when to introduce it to millions of customers, without disrupting the flows they were already in.
Overview
Verizon’s password-based sign-in was failing nearly half of all attempts — and generating over 57,600 support calls a month. Increasing passkey adoption was OKR #1 for the authentication team. I was brought in to design the end-to-end passkey experience and build the strategy for how and when to introduce it to millions of customers, without disrupting the flows they were already in
Impact
• First among the big 3 US telecoms to launch passkey authentication for customers
• 98%+ passkey sign-in success rate (vs. 76.2% overall web average) — passkey sign-in specifically; overall web login success rate is 76.2% across all auth methods
• 24K+ enrollments in 3 months post-launch
• 41% passkey enrollment rate in Forgot Password flow — significantly outperforming the 25% target
• 69 million login attempts per month across app and web — scale context for the stakes of this work
Impact
• First among the big 3 US telecoms to launch passkey authentication for customers
• 98%+ passkey sign-in success rate (vs. 76.2% overall web average) — passkey sign-in specifically; overall web login success rate is 76.2% across all auth methods
• 24K+ enrollments in 3 months post-launch
• 41% passkey enrollment rate in Forgot Password flow — significantly outperforming the 25% target
• 69 million login attempts per month across app and web — scale context for the stakes of this work
Impact
• First among the big 3 US telecoms to launch passkey authentication for customers
• 98%+ passkey sign-in success rate (vs. 76.2% overall web average) — passkey sign-in specifically; overall web login success rate is 76.2% across all auth methods
• 24K+ enrollments in 3 months post-launch
• 41% passkey enrollment rate in Forgot Password flow — significantly outperforming the 25% target
• 69 million login attempts per month across app and web — scale context for the stakes of this work
98%
Passkey sign-in
success rate
76%
Overall sign-in
success rate
24K
Enrollments since launch, via self-discovery
98%
Passkey sign-in
success rate
76%
Overall sign-in
success rate
24K
Enrollments since launch, via self-discovery
The Problem
Half of all login attempts on Verizon.com were failing. Passkeys offered a dramatically better experience — device-bound, biometric, phishing-resistant. But there was no designed path to enroll, and no strategy for how to introduce them without interrupting what customers were trying to do.
My mandate: design the full end-to-end passkey enrollment experience and define when and how to surface it to millions of users.
The Problem
Half of all login attempts on Verizon.com were failing. Passkeys offered a dramatically better experience — device-bound, biometric, phishing-resistant. But there was no designed path to enroll, and no strategy for how to introduce them without interrupting what customers were trying to do.
My mandate: design the full end-to-end passkey enrollment experience and define when and how to surface it to millions of users.
Approach
1. Research first — before a single screen
Leadership and stakeholders had low confidence in passkey adoption. Before designing anything, I spearheaded a passkey awareness study — surveying 300 My Verizon app users and 300 My Verizon website users.
The results were decisive:
66% of app users were already aware of passkeys without any explanation
73% of website users were aware without any prompt
Among those familiar, usage intent was strong in both groups
That data changed the conversation. It gave leadership the confidence to fund the project — and moved the team from 'will customers even want this?' to 'how do we get this in front of them?'
Approach
1. Research first — before a single screen
Leadership and stakeholders had low confidence in passkey adoption. Before designing anything, I spearheaded a passkey awareness study — surveying 300 My Verizon app users and 300 My Verizon website users.
The results were decisive:
66% of app users were already aware of passkeys without any explanation
73% of website users were aware without any prompt
Among those familiar, usage intent was strong in both groups
That data changed the conversation. It gave leadership the confidence to fund the project — and moved the team from 'will customers even want this?' to 'how do we get this in front of them?'
2. Promotion strategy — natural pauses, not interruptions
Mapped the customer journey to find moments where passkey promotion would feel helpful rather than disruptive. The strategy prioritized three entry points — each a natural pause where the customer had already completed their task:
Post verification
Post password reset
Authentication settings page
2. Promotion strategy — natural pauses, not interruptions
Mapped the customer journey to find moments where passkey promotion would feel helpful rather than disruptive. The strategy prioritized three entry points — each a natural pause where the customer had already completed their task:
Post verification
Post password reset
Authentication settings page
3. E2E enrollment design
Designed the complete enrollment experience from the first promotional touchpoint through biometric setup and confirmation — covering the passkey promotion tile, the enrollment flow itself, and the post-enrollment state across app and web.
3. E2E enrollment design
Designed the complete enrollment experience from the first promotional touchpoint through biometric setup and confirmation — covering the passkey promotion tile, the enrollment flow itself, and the post-enrollment state across app and web.
4. Post-enrollment bridge — a requirement I drove
Identified a critical gap: customers who enrolled mid-sales flow had no path back to where they started. I built the use case, brought it to the PM, and it was added as a formal product requirement — ensuring customers could always return to their original context after enrollment.
What shipped
(as of April 2026)
Promotion framework across three entry points: post sign-in, post password reset, authentication settings
Passkey enrollment CTA in the Forgot Password flow — launched April 2026 across Mobile and Fios
End-to-end passkey enrollment flow
Post-enrollment redirect back to originating context
Add a passkey from authentication settings
A moment I'm most proud of
The research study. Stakeholders were skeptical — there was real reluctance to invest in something customers might not want. I pushed for the study, designed the approach, and the results made the case better than any opinion could.
66–73% unaided awareness. Strong usage intent among those familiar. It turned a funding question into a design problem — which is exactly where I wanted it to be.
What this shows
Strategic influence before the work starts — not just after. Research advocacy that unlocked a project. Systems thinking across a multi-surface enrollment experience. And a measurable outcome: a 41% enrollment rate in a flow that targets customers at their moment of highest friction — and a first-mover position no other major US telecom has matched.
Execution & Impact
Passkey adoption — Verizon
Lead Designer · Authentication · Cross-functional team · 1–2 years
Lead Designer · Authentication · Cross-functional team · 1–2 years
Overview
Verizon’s password-based sign-in was failing nearly half of all attempts — and generating over 57,600 support calls a month. Increasing passkey adoption was OKR #1 for the authentication team. I was brought in to design the end-to-end passkey experience and build the strategy for how and when to introduce it to millions of customers, without disrupting the flows they were already in.
Overview
Verizon’s password-based sign-in was failing nearly half of all attempts — and generating over 57,600 support calls a month. Increasing passkey adoption was OKR #1 for the authentication team. I was brought in to design the end-to-end passkey experience and build the strategy for how and when to introduce it to millions of customers, without disrupting the flows they were already in
Impact
• First among the big 3 US telecoms to launch passkey authentication for customers
• 98%+ passkey sign-in success rate (vs. 76.2% overall web average) — passkey sign-in specifically; overall web login success rate is 76.2% across all auth methods
• 24K+ enrollments in 3 months post-launch
• 41% passkey enrollment rate in Forgot Password flow — significantly outperforming the 25% target
• 69 million login attempts per month across app and web — scale context for the stakes of this work
Impact
• First among the big 3 US telecoms to launch passkey authentication for customers
• 98%+ passkey sign-in success rate (vs. 76.2% overall web average) — passkey sign-in specifically; overall web login success rate is 76.2% across all auth methods
• 24K+ enrollments in 3 months post-launch
• 41% passkey enrollment rate in Forgot Password flow — significantly outperforming the 25% target
• 69 million login attempts per month across app and web — scale context for the stakes of this work
Impact
• First among the big 3 US telecoms to launch passkey authentication for customers
• 98%+ passkey sign-in success rate (vs. 76.2% overall web average) — passkey sign-in specifically; overall web login success rate is 76.2% across all auth methods
• 24K+ enrollments in 3 months post-launch
• 41% passkey enrollment rate in Forgot Password flow — significantly outperforming the 25% target
• 69 million login attempts per month across app and web — scale context for the stakes of this work
98%
Passkey sign-in
success rate
76%
Overall sign-in
success rate
24K
Enrollments since launch, via self-discovery
98%
Passkey sign-in
success rate
76%
Overall sign-in
success rate
24K
Enrollments since launch, via self-discovery
The Problem
Half of all login attempts on Verizon.com were failing. Passkeys offered a dramatically better experience — device-bound, biometric, phishing-resistant. But there was no designed path to enroll, and no strategy for how to introduce them without interrupting what customers were trying to do.
My mandate: design the full end-to-end passkey enrollment experience and define when and how to surface it to millions of users.
The Problem
Half of all login attempts on Verizon.com were failing. Passkeys offered a dramatically better experience — device-bound, biometric, phishing-resistant. But there was no designed path to enroll, and no strategy for how to introduce them without interrupting what customers were trying to do.
My mandate: design the full end-to-end passkey enrollment experience and define when and how to surface it to millions of users.
Approach
1. Research first — before a single screen
Leadership and stakeholders had low confidence in passkey adoption. Before designing anything, I spearheaded a passkey awareness study — surveying 300 My Verizon app users and 300 My Verizon website users.
The results were decisive:
66% of app users were already aware of passkeys without any explanation
73% of website users were aware without any prompt
Among those familiar, usage intent was strong in both groups
That data changed the conversation. It gave leadership the confidence to fund the project — and moved the team from 'will customers even want this?' to 'how do we get this in front of them?'
Approach
1. Research first — before a single screen
Leadership and stakeholders had low confidence in passkey adoption. Before designing anything, I spearheaded a passkey awareness study — surveying 300 My Verizon app users and 300 My Verizon website users.
The results were decisive:
66% of app users were already aware of passkeys without any explanation
73% of website users were aware without any prompt
Among those familiar, usage intent was strong in both groups
That data changed the conversation. It gave leadership the confidence to fund the project — and moved the team from 'will customers even want this?' to 'how do we get this in front of them?'
2. Promotion strategy — natural pauses, not interruptions
Mapped the customer journey to find moments where passkey promotion would feel helpful rather than disruptive. The strategy prioritized three entry points — each a natural pause where the customer had already completed their task:
Post verification
Post password reset
Authentication settings page
2. Promotion strategy — natural pauses, not interruptions
Mapped the customer journey to find moments where passkey promotion would feel helpful rather than disruptive. The strategy prioritized three entry points — each a natural pause where the customer had already completed their task:
Post verification
Post password reset
Authentication settings page
3. E2E enrollment design
Designed the complete enrollment experience from the first promotional touchpoint through biometric setup and confirmation — covering the passkey promotion tile, the enrollment flow itself, and the post-enrollment state across app and web.
3. E2E enrollment design
Designed the complete enrollment experience from the first promotional touchpoint through biometric setup and confirmation — covering the passkey promotion tile, the enrollment flow itself, and the post-enrollment state across app and web.
4. Post-enrollment bridge — a requirement I drove
Identified a critical gap: customers who enrolled mid-sales flow had no path back to where they started. I built the use case, brought it to the PM, and it was added as a formal product requirement — ensuring customers could always return to their original context after enrollment.
What shipped
(as of April 2026)
Promotion framework across three entry points: post sign-in, post password reset, authentication settings
Passkey enrollment CTA in the Forgot Password flow — launched April 2026 across Mobile and Fios
End-to-end passkey enrollment flow
Post-enrollment redirect back to originating context
Add a passkey from authentication settings
A moment I'm most proud of
The research study. Stakeholders were skeptical — there was real reluctance to invest in something customers might not want. I pushed for the study, designed the approach, and the results made the case better than any opinion could.
66–73% unaided awareness. Strong usage intent among those familiar. It turned a funding question into a design problem — which is exactly where I wanted it to be.
What this shows
Strategic influence before the work starts — not just after. Research advocacy that unlocked a project. Systems thinking across a multi-surface enrollment experience. And a measurable outcome: a 41% enrollment rate in a flow that targets customers at their moment of highest friction — and a first-mover position no other major US telecom has matched.