"Passwordless" authentication

A new way to log in

Our team built a net new authentication tool that is live in market today. Citi clients no longer need a username or password to reach Citi.com from their desktop — they use the Citi Mobile App instead. Multiple rounds of primary and secondary research contributed to that effort.

The full case study covers:

• A mixed-methods approach to design research — a “pulse check” survey, followed by usability testing
• Remote usability testing of an experience that spans two devices, with simulated QR codes

A note on confidentiality

Parts of this work are confidential, so I can only share it at a high level — approach, process, and outcomes, with specific data and product details omitted. Please reach out with any questions.