Passkeys deployment at scale - our journey and best practices
summary
eBay reports 14% adoption with 25 million users enrolled and a 93% sign-in success rate after rolling out passkeys across platforms, using a phased UX-led approach and A/B testing prompts that raised enrollment from ~5% to 14%. Implementation mixes sync and device‑bound passkeys, adds device binding for continuous assurance, and removes conditional mediation on the username flow to fix “key ID not found” errors, which materially boosts success. Recovery uses verified email/SMS OTP and personalized fallback sign‑in methods, and password resets decline.
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chapters (13)
- 0:00Introduction and speakers
- 1:09Passwords problems and eBay overview
- 3:18Passwordless journey and adoption
- 4:26User research and UX tenants
- 8:22Enrollment prompt best practices
- 11:33Cross-platform user management
- 12:15Reducing password and OTP reliance
- 13:42Introducing passkeys in user journeys
- 15:12Power user error analysis
- 16:38Effective communication strategies
- 17:43Challenges and future goals
- 18:46Next steps and closing remarks
- 19:06Q&A session
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