How to Kill The Password – Buyer’s Guide to Passwordless Authentication
Consumer Use Cases
Consumer or citizen facing identity management systems have very different success criteria than employee focused platforms. They are typically more “user centric” – looking to improve user registrations and interactions via a streamlined experience across a multitude of device and application types.
Consumer Use Case
Description
Improved User Onboarding
Consumer registration is often hampered by low levels of identity assurance. In many regulated sectors such as finance and healthcare, KYC (know your customer) is a vital part of the onboarding process. During onboarding the issuance of credentials or the setting of passwords can hamper and slow down the initial touch point – at its worst to a point of an “abandoned shopping cart” scenario. A passwordless experience can remove barriers to registration as well as improving repeatable security.
Consumer Use Case
Description
Reduced ATO, Phishing and Credential Stuffing
ATO (account takeover), phishing and credential stuffing are all major concerns for internet facing identity platforms. Passwords are a major target when it comes to account security. By eliminating passwords from the consumer identity life cycle, the impact of many attack vectors is reduced if not removed.
Consumer Use Case
Description
Reduced Fraud
An extension of some of the automated account attack vectors, is the risk of fraud with respect to synthetic account registration and post account login activity. Reducing the Total Cost of Fraud (TCOF) is a major aim for many CISOs with respect to digital engagement and the removal of passwords during post registration login phase can help the overall fraud posture.
Consumer Use Case
Description
Improve MFA Adoption
The use of multi factor authentication is common within the employee space. Whilst many social networks provide support for it, many end users still fail to adopt MFA due to the cumbersome nature of enrolment and setup and poor usability. Commercial CIAM projects for retail, financial services and healthcare seek to drive adoption of MFA for security and compliance and aim for simplicity, security and self-sufficiency regarding MFA choice. Passwordless can assist in all three.
Consumer Use Case
Description
Support PSD2/SCA Compliance
A more specific example of improved MFA adoption is aimed at the financial services industry and the Payment Services Directive II and the requirement for Strong Customer Authentication. The requirement ensures MFA is utilised during payment processing in order to improve security – as well as further use cases for transaction signing. This step of course introduces friction and the choice of MFA can have a huge bearing on usability and end user happiness. The issuance, management and ongoing cost associated with MFA choice has to be analysed by payment providers in order to select the most appropriate modal.
Consumer Use Case
Description
Reduce App Fatigue
The average user opens 10 mobile apps a day and 30 a month, with removal and churn hitting over 70% a month 3. Whilst the stickiness of a key digital service may well rely on a user centric personalised experience, the barrier of installing another app that may offer little differentiation can be a hindrance to many end users. The ability to offer an “app-less” experience that leverages concepts such as QR-code triggered login and mobile browser redirection can provide a more seamless and rapid initial interaction in an omnichannel setting.
Consumer Use Case
Description
Improved User Self-Sufficiency
A cousin to the helpdesk operational efficiency driver for employee based IAM, is a further extension in providing consumers with better support for self-sufficiency. A reduction in call centre interactions benefits both the end user and the service provider – which is amplified during account lockout and credential reset scenarios. By providing a mechanism that allows the end user to migrate to different devices or reset their credentials without physical interactions can also promote happiness and reduce operational overhead.
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