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Passkey Biometrics Authentication
(Accessibility)

This was one of my favorite and most impactful studies I did while on the Rapid Research team. This study focused on the Passkey and Face ID permissions when users first download the MyVerizon App. We wanted to get feedback from users who identify as having cognitive or visual disabilities. The study was also done in the standardized Verizon Rapid Research format to obtain feedback within a week's timeline. This study informed design and content updates and resulted in cross-functional teams using findings from this study to begin brainstorming where else they can utilized Face ID and Passkey within the the MyVerizon App to help users save time.

What is Rapid Research at Verizon?

The Rapid Research Program is a fast-paced research initiative at Verizon that supports cross-portfolio product teams with quick, actionable insights. Each study is designed, executed, and delivered within a one-week timeframe, making it ideal for validating ideas, catching usability issues early, or getting rapid user feedback.

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To keep things efficient, each study:

  • Is limited to two clear research objectives

  • Includes a maximum of 8 participants

  • Uses 30-minute moderated sessions

  • Leverages a standardized recruitment screener to ensure participants are scheduled quickly and align with the study’s needs

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This model helps product teams validate ideas, uncover usability issues, and make swift, informed decisions without sacrificing research quality.

 

Below is the average timeline for Rapid Research:

Day 1

  • Study is assigned.

  • Send out invites for Kick-off meetings with stakeholders for Day 2

Day 2

  • Meet with stakeholders during the Kickoff meeting to walk through prototypes and other materials, and to go over objectives

  • After the kickoff, write the test plan.

  • Submit the test plan to manager by end of the day.

Day 3

  • After manager reviews test plan, send test plan to stakeholders for further approval.

Day 4

  • Finalize any changes made to test plan in the morning.​

  • Moderated testing sessions begin in the afternoon.

Day 5

  • Test sessions are conducted all day.

Day 6

  • Synthesize findings and then create finding presentation

Day 7

  • Hold a read-out meeting with stakeholders to present findings.​

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Project Overview

Business Situation/Problem

​Verizon was looking to introduce a new authentication flow for enabling Face ID and Passkey within the MyVerizon app to improve security and streamline user login. As this was a new flow for many users, it was critical to ensure the setup process was intuitive, the information provided was clear and compelling, and that users felt confident in the technology and its benefits. The business goal for this new flow was to help reduce drop-off, increase adoption, and minimize support inquiries. 

 

 The findings from this study will guide refinements to the flow and supporting content to drive higher adoption and user satisfaction.

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Research Objectives

  1. Evaluate usability of the Face ID and Passkey authentication flow within the MyVerizon App.

  2. Asses comprehension and attitudes towards the information provided throughout the flow.

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Key Research Questions

  1. Can users successfully follow the steps to set up Face ID and Passkey with Verizon?

  2. Are there any difficulties going through the flow and if so, what?

  3. How do users feel about the information provided to them throughout the process? Is it adequate, too much, too little?

  4. Does the information compel users to want to set up Face ID and Passkey? If not, what would persuade them?

  5. Do users understand what Face ID and Passkey are and the benefits?

  6. Are there any pain points throughout the experience?

  7. How much time do users want between setting up Face ID and being prompted to set up?

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Methodology

Remote, qualitative usability study

1-on-1 individual sessions

30 minutes each

Mobile Device Modality

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Participants

  • 8 Participants total

  • All identify as having a disability

    • 4 users with cognitive disabilities

    • 3 blind, screen reader users

    • 1 low vision, screen magnification user

  • All Current Verizon Customers

  • Mix of ages, incomes, ethnicities, and genders.

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Tools

Fable -  I utilized Fable for recruitment, as well as hold the usability sessions.

Figma - The prototypes were created through Figma.

Google Office Suite - I utilized Google Office Suite to write test plans and to create findings presentations.

Miro - I utilized Miro for notetaking during sessions and keeping track of insights and themes.

Challenges

Technical Issues

Tech glitches are common in remote research, but working with visually impaired participants introduced unique challenges. Traditional visual cues weren’t helpful, so I had to adapt my communication, stay patient, and offer hands-on support. Empathy and flexibility were key—I made sure participants felt supported, reassured, and never rushed.

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Supporting visually impaired users pushed me to become a more thoughtful researcher. It wasn’t just about fixing tech issues—it was about meeting people where they are. Those moments taught me a lot about inclusive research.

Key Takeaways

  1. Although users can comfortably navigate to setting, users rely on step-by-step guidence to know exactly where they need to go and what to click.

    1. Screen reader and screen magnification users would ideally prefer to have a direct link to the exact page in their settings to save them time in the process.​

    2. All users found the step descriptions to be helpful -- stating they would likely rely on them to set up Face ID and Passkey. Due to this reliance, these users stressed the importance of having detailed instructions.

  2. Users are unsure if they need to go to their phone settings or the settings within the MyVerizon App.

    1. One of the biggest gaps in the steps and instruction provided was that there was a lack of clarification of which setting users needed to go to.​

    2. Users felt that the instruction allude to the phone's settings, but users prefer an explicit statement such as "Please go to your iOS settings"

  3. Users have a high interest in enabling Face ID and Passkey because it makes accessing their MyVerizon App a lot easier

    1. Screen reader and screen magnification users stressed that technology like this saves them a lot of time and stress in typing in a password.

Impact

  1. With the newfound awareness that users rely on detailed, clear instructions, the content team made adjustments to the steps provided to fill in any gaps in information to ensure users could successfully enable Face ID and Passkey. Improvement made to the step instructions were:

    1. Clarifying which settings (iOS or MyVerizon App) users needed to go to.​

    2. Ensuring all instructions were explicitly clear in what we are asking users to do.

  2. Since screen reader and screen magnification users stressed that technology like this saves them a lot of time and stress, many designers and product owner took this information and began brainstorming where else they can utilized Face ID and Passkey within the the MyVerizon App to help users save time.

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