Enterprise MFA Self-Service Platform: Web, Mobile, and QR Code Enrollment
Built three interconnected authentication platforms for the enterprise workforce: over 300,000 activation codes generated across eight years, and a self-service portal used more than 18,000 times in six languages during the COVID-19 transition.
The Problem
Prudential employees experiencing MFA or VPN login issues required help-desk intervention to resolve authentication problems, creating bottlenecks and degrading employee productivity at scale.
The enrollment process for MFA tokens was manual, slow, and created unnecessary help-desk overhead. As the workforce became increasingly mobile, the web-only solutions created additional access gaps for employees on iOS and Android devices.
The Approach
Built and owned the RSA Self Service Portal end-to-end, a platform enabling employees to resolve their own MFA and access issues without help-desk escalation. Managed all deployment cycles, uptime, and reliability for this zero-downtime-tolerance authentication service.
Conceived and built the QR Code Portal, an internal platform allowing all enterprise help desks to generate and send QR codes for software token installation. Designed for zero-training adoption across all help desk teams.
Co-designed the RSA Self Service mobile application, extending the portal's capabilities to iOS and Android. Delivering self-service on the web first left mobile employees with the access gaps the web-only tools created, until this companion iOS and Android app closed them. Led UX design decisions to ensure the mobile app matched the zero-friction experience required for enterprise authentication workflows.
The Impact
- Made QR-code token enrollment available across enterprise help desks: over 300,000 activation codes generated across eight years
- Delivered multilingual self-service throughout the COVID-19 remote transition: the portal was used more than 18,000 times in six languages
- Eliminated help-desk-mediated token provisioning as the default workflow
- Extended self-service authentication to employees on iOS and Android
- Adopted as the standard enrollment and self-service mechanism across all enterprise help desks
Evidence
- Private (employer)Enterprise MFA self-service platform: web, mobile, and QR code enrollment (employer work, not linkable)
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