Six million consumer accounts needed modern authentication — but every added security step risks locking real customers out of their own accounts.
The overhaul balanced robust security with user-friendly design: modern authentication standards, clear communication, and smooth flows. It directly supports FPL's digital transformation goals and customer growth strategy by providing a secure, accessible authentication experience that scales with the expanding customer base.
SMS-based verification codes, email authentication options, and backup methods — rolled out across all 6M consumer accounts.
Secure OTP access flows for account recovery and high-risk actions.
More stringent password requirements and security protocols, introduced without a spike in lockouts.
Redesigned communication throughout the authentication journey, reducing friction while security tightened.