Enterprise MFA Self-Service Platform: Web, Mobile, and QR Code Enrollment
Built three interconnected authentication platforms used by the entire enterprise workforce.
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. Led UX design decisions to ensure the mobile app matched the zero-friction experience required for enterprise authentication workflows.
The Impact
- Over 300,000 QR code activations generated across an 8-year period
- Self-service tool used 18,000+ times in 6 languages during COVID-19 alone
- Eliminated help-desk-mediated token provisioning as the default workflow
- Extended self-service authentication to the full mobile workforce
- Adopted as the standard enrollment and self-service mechanism across all enterprise help desks