Capital One shipped consumer passkeys. That was day zero, the easy part. The real journey
started after launch: turning a technically working feature into something millions of customers,
across every device and OS combination, actually choose to use all under bank-grade risk and
regulatory constraints that don't apply to social or e-commerce platforms.

This session shares Capital One's end-to-end passkey journey as a top-5 U.S. bank rolling out
passwordless authentication at consumer scale. We'll cover how we sequenced rollout from
pilot to full availability under strong customer authentication requirements, and the hurdles we
didn't expect device and credential-provider fragmentation (iCloud Keychain, Google Password
Manager, Windows Hello). We'll also cover a factor many passkey case studies skip: many of
our customers are unfamiliar with passkeys and hesitant to trust authentication without a
password, which shaped an onboarding approach built for a mainstream banking population
rather than early adopters.

Availability alone didn't move adoption. Usage stayed in the single digits until we shifted from a
passive experience to auto-prompting eligible customers at sign-in, ahead of introducing autofill
and conditional UI on the web, a sequencing decision that did more for adoption than any
change to the underlying implementation. We'll walk through that shift and the results it
produced, and what it took to retire weaker fallback methods without locking customers out.
Attendees will leave with a practical playbook for driving passkey adoption, designing recovery
as a fraud control, and managing the messy middle between "it works" and "customers use it" at
a scale and risk profile most passkey case studies don't touch.