Revitalizing Google Authenticator

Client
Google LLC

Year
2022-2024

In less than a year, Google Authenticator evolved from an underutilized 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 led to a 54% reduction in SMS-based 2-Step Verification enrollments—saving millions in SMS costs each month. A 59% increase in Google Authenticator usage for new 2SV enrollments meant that over half of new users enrolling in 2SV now used a significantly more secure option.

Analyzing user security needs, I recognized the powerful role Google Authenticator could play in Google’s sign in ecosystem.

Its outdated interface and limited features held it back from growth. Although it lacked automatic code backup, some users valued this limitation as a privacy measure.

Respecting that balance was the key priority.

Cloud backup was a valuable addition, but it was essential to offer flexibility for users who preferred storing codes only on their devices for privacy.

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 iOS and Android to evaluate its current state and build a knowledge base for future improvements.

The audit revealed numerous areas for improvement and highlighted opportunities to align the user experience more closely across both platforms.

Creating consistency between platforms streamlined decision-making, allowing enhancements on one platform to be easily applied to the other—reducing internal churn.

Get Google Authenticator

•

Get Google Authenticator •

Get Google Authenticator

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 view of the organization’s direction and vision.

With this perspective, I influenced teams to recognize the value of Google Authenticator, proposed and landed key authentication and recovery policy changes, and secured the necessary attention and resources to prioritize development—resulting in a significantly improved product for both users and Google.