FIDO in Action: Real World Development Case Studies
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This document summarizes case studies of two companies, Intuit and T-Mobile, deploying passwordless authentication using Nok Nok's FIDO solution. Intuit wanted to improve security while providing a seamless customer experience on mobile and web. Their implementation of Nok Nok's FIDO reduced authentication failures from 20-15% to under 1% and cut authentication time by 20%. T-Mobile aimed to reduce password pains and increase confidence in the right user accessing accounts. Their rollout of Nok Nok's FIDO cut password resets by 65% and saw 50% adoption in the first 5 months. Both companies were able to successfully deploy modern, standards-based passwordless authentication improving the customer experience
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FIDO in Action: Real World Development Case Studies
- 1. Jackie Comp,VPWorldwide Sales FIDO in Action: Real World Deployment Case Studies
- 2. What Experience Do Consumers Want? NokNokDemos Today, in most cases hitting “next” brings you to a password…
- 3. A Consistent Passwordless Experience Across Any Channel NokNokDemos With Nok Nok’s FIDO solution, you can get rid of passwords
- 4. A Consistent Passwordless Experience Across Any Channel NokNokDemos • Same experience in mobile and web applications • Turn biometrics into 2 factors
- 5. 2 Examples: Business to Consumer Case Studies ©2018 Nok Nok Labs — Confidential — Do not distribute 5 • 9,000 employees worldwide • 19 locations in 9 countries • $6.0 billion in revenue • 77M+ Million customers • More than 51K employees worldwide • Un-carrier CUSTOMER FIRST philosophy • Has led the industry in YoY growth for 18 consecutive quarters
- 6. ©2018 Nok Nok Labs — Confidential — Do not distribute 6 Intuit and T-Mobile Discuss Their FIDO Deployments
- 7. Journey to Passwordless for Consumers Phase 1 Mobile First Strategy (Phase out SMS-OTP) Phase 2 Add Web Support Phase 3 Fully Deprecate Passwords
- 8. ©2018 Nok Nok Labs — Confidential — Do not distribute 8 Business Goals: • Mobile first strategy using native authenticators • Reduce use of passwords • Reduce cost of support for login related issues • Standardize across brands migrating from Touch ID to FIDO • Improve security controls • Reduce overhead of developing proprietary approaches • Leverage best industry standard • Rapidly support new native device authenticators and all associated flows Capabilities Needed: • FIDO compliant technology • Support all current and future FIDO protocols • Private cloud hosting (on premise solution) • Maintain standard for high availability and performance • Industry standards for security controls (e.g. encryption key rotation) • Durability: Partner fully invested in FIDO today and in the future • Lightweight integration with native apps and backend services • Quick turnaround on any required patches
- 9. ©2018 Nok Nok Labs — Confidential �� Do not distribute 9 Implementation Overview: • Educate internal product teams on new approach • Scaled service deployment across multiple cloud hosting zones and regions to meet availability requirements • Integrate risk screening as part of authentication event • Scale solution in phases: smaller user base apps leading to TurboTax • Controlled user rollout with iOS first • Require use of FIDO authentication with upgraded app Why FIDO: • Strong, multi-factor security model • Industry standard, future proof • Convenience for users • Lower operational costs Alternatives Considered: • Buy versus build (context vs. core) • Leverage best industry standard (FIDO) with proven partner
- 10. ©2018 Nok Nok Labs — Confidential — Do not distribute 10 Results: • 99.9% % authentication success vs. 80-85% using SMS OTP • Authentication time reduced by 20% • No disruption and continued high adoption rate • Eliminated development costs of maintaining proprietary solution • Platform in place to rapidly support additional use cases Next Steps: • Move to AWS Aurora • Continue roll out to additional products • Expand use cases including passwordless browser login “We have improved our security controls while providing our customers with seamless access to their online financial data.” - Antonio Fuentes, Principal Product Manager
- 11. ©2018 Nok Nok Labs — Confidential — Do not distribute 11 Business Goals: • Reduce pain point of passwords on phone • Increase confidence of right user • Implement a scalable, future-proof approach to authentication Why FIDO: • Strong, multi-factor authentication and biometrics • Industry standard plug and play approach today and in future • Public private key pair trust model • Lower operational costs Capabilities Needed: • Universal Server • Integrate with existing IDP • Carrier-grade platform and scalability Alternatives Considered: • Several evaluated including “Build Your Own” • Determined finding a partner to get to desired state was more cost effective and minimized risk
- 12. ©2018 Nok Nok Labs — Confidential — Do not distribute 12 Implementation Overview: • Design flows for Use Cases • Determine UX terminology and experience • Integrate with MyTMO native mobile app • Integrate with in-house virtualized and modular Ericsson IAM • 6 month project from solution design to launch • Roll out to users in waves of 1M over 1 month period • “Soft” push for registration – remind users once/month 4 times Results: • Reduced password resets by 65% to 7% • 50% adoption in first 5 months with “soft” rollout • Supported FaceID Day 1 with no additional work • “Flawless” implementation with no service issues • Expanding across applications including authentication to Call Center
- 13. ©2018 Nok Nok Labs — Confidential — Do not distribute 13 Next Steps: • Roll out to additional products • Push notification for quick authentication into call center • Leverage Nok Nok/FIDO for user authentication for cross-carrier initiative (CCID) Lessons Learned: • Important to be clear on which users to target • Determine the user experience you want to accomplish – Do you provide choice or simplify experience? – Default to TMOs desired authenticator “By implementing Nok Nok’s FIDO authentication platform we have achieved our goal of providing T-Mobile customers a secure, frictionless experience for accessing our services today and in the future.” - Michael Engan, Principal Technology Architect