KeyBank Passkey Experience

Financial institutions need to stay on the cutting edge of cybersecurity to protect their users. That’s why KeyBank decided to implement passkeys, the latest form of security. However, it presented a difficulty: how do we explain to users what passkeys are and how they work?

Users could also register passkeys on multiple devices, which could lead to additional confusion. To solve for this, I wrote clear, concise bullet points that explained the benefits to users. Additionally, I provided more clarity with FAQ’s about the transition from security questions to passkeys, to further alleviate any anxiety for users.