Revitalizing Google Authenticator

Client
Google LLC

Year
2022-2024

In less than a year, Google Authenticator transformed from an underutilized, and effectively legacy tool into a leading app in its category.

By revitalizing its UX, the app saw a 40% increase in downloads on Android and a 23% increase on iOS, reaching #1 in its category on the Play Store and #3 on the App Store.

Beyond adoption, this redesign contributed to a 54% reduction in SMS-based 2-Step Verification enrollments. (check out the case study here) - saving a lot on SMS costs monthly. The 59% increase in the use of Google Authenticator for new enrollments in 2SV also meant that over half of users enrolling in 2SV, now had a much more secure option available.

When I analyzed the needs of users when it came to security, I recognized the powerful role that Google Authenticator could play.

Its outdated interface and limited features were holding it back. Not only did it lack the ability to back up codes automatically, but there was also a segment of users who valued the lack of backup as a privacy measure.

Respecting that balance was the key priority.

Introducing cloud backup of codes was helpful, but it was essential to offer flexibility for users who valued the privacy of storing codes only on their devices.

We ensured this by making cloud backup an optional choice during setup and allowing users to change their minds later.

I led comprehensive audits of Google Authenticator on both iOS and Android to assess its current state and establish a knowledge base for future decisions. The audit revealed numerous areas for improvement across both platforms and highlighted opportunities to align the user experience more closely.

By creating consistency between the platforms, we could streamline future decision-making, allowing enhancements made on one platform to be easily applied to the other - reducing internal churn.

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Process

1

Understand and act alongside organizational strategy

2

Find potential areas for improvement and innovation

3

Analysis of current app, performance, and feedback

4

Reach out to stakeholders and share opportunity - grounding proposals in user feedback and aligned with organizational strategy

5

Design the product with user needs and strategic goals in mind, collaborating with key contributors like UXR, UXW, Visual Designers, PM, and Engineering

6

Test with internal users, dogfood, and gather meaningful insights to influence product direction

7

Execute the final launch and monitor post-launch performance, iterate as necessary.

The takeaway

As the lead of Authentication UX at Google, I had a strategic overview of the organization’s direction & vision.

With this perspective, I influenced teams to recognize the value of Google Authenticator, proposed & landed changes authentication and recovery policy and secured the necessary attention and resources to prioritize development - leading to a much improved product for users and for Google.