Secure user authentication

As the Lead Designer, I partnered with a UI/UX designer to explore the introduction of Passkey, a new login feature intended to streamline and secure user authentication. We ran two rounds of usability testing with jobseekers and general users to assess awareness, understanding, and ease of use.

A key insight from testing was that most users had never heard of Passkey, and those who had were unclear about its purpose or benefits. While the feature promises simplicity and enhanced security, the terminology and setup process created confusion and hesitancy, especially among users less familiar with digital security tools.

To deepen our understanding, we engaged directly with Services Australia, who were already live with Passkey implementation. Their insights helped us unpack the technical and behavioural complexities behind adoption, and informed our design decisions on content, guidance, and timing.

This work underscored the importance of language, onboarding support, and cross-agency learning when introducing unfamiliar technology into essential government services.

Hi/Fi screen using the DEWR enterprise design system for Setup my Passkey

Create a Passkey page including QR code

Snapshot of the passkey blueprint including all actors ‘front stage’ and ‘back stage’ systems