Next Steps

Once you decide to implement support for passkeys, what is next? Before choosing a path forward there are several considerations to examine.

The following are the main areas of consideration during passkey roll-out. While steps will look different based on which path you choose to take, the areas of consideration are universal.

Procedures

Start brainstorming about what a passkey roll-out strategy will look like for your organization.

Steps to take include:

• Identify the needs of users and your company, including usability and security requirements
• Research and screen ideas
• Build concept and prototype
• Determine what pilot, build, testing and rollout phases will look like
• Determine the process for implementation and release
• Determine how adoption, usability, and authentication success will be evaluated after launch

Business goals

Consider what you want to achieve by implementing support for passkeys. For example, you might want to improve your business top line by increasing sign-in success rate, reduce authentication-related costs, or simplify the user experience. Different passkey approaches may support different goals, such as maximizing ease of use or meeting higher security and assurance requirements.

Considerations include:

• Security
• Increase in revenue
• Increase in customer satisfaction
• Lower rates of cart abandonment
• Decrease fraud and account takeovers
• Lower authentication-related costs

Identify these to gain focus for the roll-out strategy.

Program leadership

Consider who will lead and own the work.

Steps include:

• Identify who will lead the project
• Identify stakeholders
• Identify roles and responsibilities

Change management

Consider what steps your company requires when implementing a change. Make sure all departments are on board with changes, that all compliance, legal, and risk components are considered, and that customers are educated around changes.

Considerations include:

• Cross-organizational alignment
• Compliance, risk, and legal
• Customer experience
• Customer education
• Customer communication and adoption strategy
• Risk-based authentication and fraud detection policy updates
• Call center and customer support training

Scope of work for initial launch

Consider whether you have sufficient staff, whether you need to hire individuals for support, or if you need to hire a third party to help with implementation.

Steps to take:

• Identify teams that will work on the project
• Examine team structure, especially if it is a new team
• Identify support for
  • use cases
  • operating systems, browsers, credential managers, and authentication devices
  • regions and languages

Budget

This phase requires that you examine what the organization will need to spend and the monetary benefits you will gain by implementing support for passkeys. For example, you might need to pay a third party to help you set up passkeys, but this might be offset by reduced SMS OTP costs.

Steps to take:

• Cross-departmental budget alignment
• Existing full-time employees dedicated to passkeys work until initial launch
• New hires dedicated to work on passkeys
• Technology costs

Schedule

During this phase you establish a timeline for tasks to be completed by certain dates. This includes the time it takes to finish each phase as you prepare to launch and the duration of time you will offer support to customers after launch.

Schedules should include:

• Duration from early discovery to initial launch
• Duration to achieve plan goals after support initial launch
• Desired pace of adoption by customers

Next steps

Next, compare the Passkey Roll-Out Guides and decide which one best suits the needs of your users and organization.