How Tokyu achieved 12 times faster sign-in with passkeys

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</h1> <devsite-feature-tooltip ack-key="AckCollectionsBookmarkTooltipDismiss" analytics-category="Site-Wide Custom Events" analytics-action-show="Callout Profile displayed" analytics-action-close="Callout Profile dismissed" analytics-label="Create Collection Callout" class="devsite-page-bookmark-tooltip nocontent" dismiss-button="true" id="devsite-collections-dropdown" dismiss-button-text="Dismiss" close-button-text="Got it"> <devsite-bookmark></devsite-bookmark> <span slot="popout-heading"> Stay organized with collections </span> <span slot="popout-contents"> Save and categorize content based on your preferences. </span> </devsite-feature-tooltip> <div class="devsite-page-title-meta"><devsite-view-release-notes></devsite-view-release-notes></div> <devsite-toc class="devsite-nav" depth="2" devsite-toc-embedded > </devsite-toc> <div class="devsite-article-body clearfix "> <p>Find out how Tokyu, a railway company in Japan, achieved 12 times faster sign-in with passkeys, helping thousands of commuters daily.</p> <p> <div class="wd-authors" translate="no"> <div class="wd-author"> <img class="devsite-landing-row-item-icon" alt="Eiji Kitamura" src="https://web.dev/images/authors/agektmr.jpg" decoding="async" height="64" loading="lazy" width="64"> <div> <span> Eiji Kitamura </span> <div class="wd-author__links"> <a href="https://twitter.com/agektmr" aria-label="Eiji Kitamura on X" rel="me"> <svg xmlns="http://www.w3.org/2000/svg" width="22" height="22" viewBox="0 0 300 271"> <title>X</title> <path fill="currentColor" d="m236 0h46l-101 115 118 156h-92.6l-72.5-94.8-83 94.8h-46l107-123-113-148h94.9l65.5 86.6zm-16.1 244h25.5l-165-218h-27.4z"></path> </svg></a> <a href="https://github.com/agektmr" aria-label="Eiji Kitamura on GitHub" rel="me"> <svg xmlns="http://www.w3.org/2000/svg" width="22" height="22" viewBox="0 0 32.6 31.8"> <title>GitHub</title> <path d="M16.3 0C7.3 0 0 7.3 0 16.3c0 7.2 4.7 13.3 11.1 15.5.8.1 1.1-.4 1.1-.8v-2.8c-4.5 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0-10.359-2.786l-1.135-.063h-.063l-.458-.026c-.583-.036-1.172-.068-1.755-.094l.036.078c.234.615.396 1.255.479 1.906.042.453-.036 1.078-.224 1.88l-.203.828a24.99 24.99 0 0 1-.385 1.333l-.026.068v.036c-.068.203-.266.297-.438.229a.42.42 0 0 1-.203-.51v-.026l.042-.078.078-.292c.182-.589.344-1.177.479-1.776.161-.708.229-1.281.203-1.599-.016-.12-.031-.24-.052-.359a7.996 7.996 0 0 0-.521-1.708l-.052-.12-.031-.068-.026-.063c-.12-.271.057-.578.323-.563h.188l.531.042 2.12.104 1.135.083a28.14 28.14 0 0 1 10.573 2.823l.891.401c.172.078.266.307.188.505z"/> </svg></a> <a href="https://infosec.exchange/@agektmr" aria-label="Eiji Kitamura on Mastodon" rel="me"> <svg xmlns="http://www.w3.org/2000/svg" width="22" height="22" viewBox="0 0 16 16"> <title>Mastodon</title> <path fill="currentColor" d="M 15.659 9.592 C 15.424 10.72 13.553 11.956 11.404 12.195 C 10.283 12.32 9.18 12.434 8.003 12.384 C 6.079 12.302 4.56 11.956 4.56 11.956 C 4.56 12.13 4.572 12.297 4.595 12.452 C 4.845 14.224 6.478 14.33 8.025 14.379 C 9.586 14.429 10.976 14.02 10.976 14.02 L 11.04 15.337 C 11.04 15.337 9.948 15.884 8.003 15.984 C 6.93 16.039 5.598 15.959 4.047 15.576 C 0.683 14.746 0.104 11.4 0.015 8.006 C -0.012 6.998 0.005 6.048 0.005 5.253 C 0.005 1.782 2.443 0.765 2.443 0.765 C 3.672 0.238 5.782 0.017 7.975 0 L 8.029 0 C 10.221 0.017 12.332 0.238 13.561 0.765 C 13.561 0.765 15.999 1.782 15.999 5.253 C 15.999 5.253 16.03 7.814 15.659 9.592 Z M 13.124 5.522 L 13.124 9.725 L 11.339 9.725 L 11.339 5.646 C 11.339 4.786 10.951 4.35 10.175 4.35 C 9.317 4.35 8.887 4.867 8.887 5.891 L 8.887 8.124 L 7.113 8.124 L 7.113 5.891 C 7.113 4.867 6.683 4.35 5.825 4.35 C 5.049 4.35 4.661 4.786 4.661 5.646 L 4.661 9.725 L 2.876 9.725 L 2.876 5.522 C 2.876 4.663 3.111 3.981 3.582 3.476 C 4.067 2.971 4.703 2.712 5.493 2.712 C 6.406 2.712 7.098 3.039 7.555 3.695 L 8 4.39 L 8.445 3.695 C 8.902 3.039 9.594 2.712 10.507 2.712 C 11.297 2.712 11.933 2.971 12.418 3.476 C 12.889 3.981 13.124 4.663 13.124 5.522 Z" style="stroke:none;stroke-miterlimit:10;fill-rule:evenodd;"></path> </svg></a> </div> </div> </div> <div class="wd-author"> <img class="devsite-landing-row-item-icon" alt="Takumi Kitamura" src="https://web.dev/images/authors/takumi.kitamura.jpg" decoding="async" height="64" loading="lazy" width="64"> <div> <span> Takumi Kitamura </span> <div class="wd-author__links"> <a href="https://www.wantedly.com/id/taki_ns" aria-label="Takumi Kitamura's homepage" rel="me"> <svg xmlns="http://www.w3.org/2000/svg" width="22" height="22" viewBox="0 0 30 30"> <title>Homepage</title> <circle cx="14.5" cy="14.5" r="13.5" stroke-width="2" stroke-miterlimit="10" fill="none" stroke="currentColor" /> <ellipse cx="14.5" cy="14.5" rx="6.1" ry="13.5" stroke-width="2" stroke-miterlimit="10" fill="none" stroke="currentColor" /> <path d="M1.6 9.6h25.8M1.6 19.4h25.8" stroke-width="2" stroke-miterlimit="10" fill="none" stroke="currentColor" /> </svg></a> </div> </div> </div> </div></p> <p> <p class="wd-pubdates" style="font-size: 90%; border-bottom: 1px solid var(--devsite-ref-palette--grey200);color: var(--devsite-ref-palette--blue-grey700);"> Published: October 14, 2024 </p> </p> <p><a href="https://www.tokyu.co.jp/global/">Tokyu Corporation</a> is a conglomerate centered around its railway lines which serve 5.5 million residents, with annual ridership reaching around 1 billion. The group comprises over 200 companies, operating a diverse range of businesses including transportation, real estate, supermarkets, hotels, and other lifestyle services. In July 2021, Tokyu established a new organization called "URBAN HACKS" to promote digital transformation in town development.</p> <h2 id="challenges_with_sign-in_user_experience_with_a_diverse_user_base" data-text="Challenges with sign-in user experience with a diverse user base" tabindex="-1">Challenges with sign-in user experience with a diverse user base</h2> <p>In 2023, Tokyu launched the "TOKYU ID", a company-wide common ID service aimed at enabling cross-service sign-in across the group.</p> <p>Tokyu's customers primarily use its services to meet needs rooted in their daily lives along the railway lines. Due to the nature of the services, there are many situations where users need to sign up or sign in urgently or within a limited timeframe. For example, users may need to sign-in in front of a ticket gate to display a QR code for a digital ticket to board a train. Many of its users, including elderly individuals, may have limited technological literacy. Additionally, as TOKYU ID expands in the future, users may need to sign up for TOKYU ID at a supermarket checkout to register for a new digital point card</p> <p>For Tokyu, sign-in requires not only high security but also an intuitive and smooth user experience for a wide range of users. The previous sign-in process involved username and password authentication and mandatory two-factor authentication (2FA) via email OTP, which was time-consuming, taking an average of <em>143.6 seconds</em>.</p> <figure> <img src="/static/case-studies/tokyu-passkeys/image/email-2fa.jpg" alt="With email-based 2FA, Tokyu users take 143.6 seconds on average to login." srcset="https://web.dev/static/case-studies/tokyu-passkeys/image/email-2fa_36.jpg 36w,https://web.dev/static/case-studies/tokyu-passkeys/image/email-2fa_48.jpg 48w,https://web.dev/static/case-studies/tokyu-passkeys/image/email-2fa_72.jpg 72w,https://web.dev/static/case-studies/tokyu-passkeys/image/email-2fa_96.jpg 96w,https://web.dev/static/case-studies/tokyu-passkeys/image/email-2fa_480.jpg 480w,https://web.dev/static/case-studies/tokyu-passkeys/image/email-2fa_720.jpg 720w,https://web.dev/static/case-studies/tokyu-passkeys/image/email-2fa_856.jpg 856w,https://web.dev/static/case-studies/tokyu-passkeys/image/email-2fa_960.jpg 960w,https://web.dev/static/case-studies/tokyu-passkeys/image/email-2fa_1440.jpg 1440w,https://web.dev/static/case-studies/tokyu-passkeys/image/email-2fa_1920.jpg 1920w,https://web.dev/static/case-studies/tokyu-passkeys/image/email-2fa_2880.jpg 2880w" sizes="(max-width: 840px) 100vw, 856px"> <figcaption>With email-based 2FA, Tokyu users take 143.6 seconds on average to login.</figcaption> </figure> <h2 id="introducing_passkeys" data-text="Introducing passkeys" tabindex="-1">Introducing passkeys</h2> <p>In February 2024, approximately six months after its launch, TOKYU ID introduced passkey sign-in. By implementing passkeys, Tokyu successfully <em>reduced sign-in time by approximately 12 times</em>, to an average of <em>12.2 seconds</em>.</p> <figure> <img src="/static/case-studies/tokyu-passkeys/image/passkey.jpg" alt="With passkeys, Tokyu users can login in 12.2 seconds on average." srcset="https://web.dev/static/case-studies/tokyu-passkeys/image/passkey_36.jpg 36w,https://web.dev/static/case-studies/tokyu-passkeys/image/passkey_48.jpg 48w,https://web.dev/static/case-studies/tokyu-passkeys/image/passkey_72.jpg 72w,https://web.dev/static/case-studies/tokyu-passkeys/image/passkey_96.jpg 96w,https://web.dev/static/case-studies/tokyu-passkeys/image/passkey_480.jpg 480w,https://web.dev/static/case-studies/tokyu-passkeys/image/passkey_720.jpg 720w,https://web.dev/static/case-studies/tokyu-passkeys/image/passkey_856.jpg 856w,https://web.dev/static/case-studies/tokyu-passkeys/image/passkey_960.jpg 960w,https://web.dev/static/case-studies/tokyu-passkeys/image/passkey_1440.jpg 1440w,https://web.dev/static/case-studies/tokyu-passkeys/image/passkey_1920.jpg 1920w,https://web.dev/static/case-studies/tokyu-passkeys/image/passkey_2880.jpg 2880w" sizes="(max-width: 840px) 100vw, 856px"> <figcaption>With passkeys, Tokyu users can login in 12.2 seconds on average.</figcaption> </figure> <p>The TOKYU ID sign-in experience is designed with user-friendliness in mind:</p> <ul> <li>The sign-in screen clearly displays both username input and a passkey sign-in button, allowing users to easily choose their preferred sign-in method.</li> <li>The "Sign-in with passkey" button is prominently placed above the fold on major devices to promote awareness and encourage passkey registration and usage.</li> </ul> <figure class="attempt-left screenshot"> <img src="/static/case-studies/tokyu-passkeys/image/screenshot.png" alt="Tokyu's sign-in screen incorporates passkeys." width="380" srcset="https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot_36.png 36w,https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot_48.png 48w,https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot_72.png 72w,https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot_96.png 96w,https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot_480.png 480w,https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot_720.png 720w,https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot_856.png 856w,https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot_960.png 960w,https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot_1440.png 1440w,https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot_1920.png 1920w,https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot_2880.png 2880w" sizes="(max-width: 840px) 100vw, 856px"> <figcaption>Tokyu's sign-in screen incorporates passkeys.</figcaption> </figure> <figure class="attempt-right screenshot"> <img src="/static/case-studies/tokyu-passkeys/image/screenshot-en.png" alt="Tokyu's sign-in screen incorporates passkeys." width="380" srcset="https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot-en_36.png 36w,https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot-en_48.png 48w,https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot-en_72.png 72w,https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot-en_96.png 96w,https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot-en_480.png 480w,https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot-en_720.png 720w,https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot-en_856.png 856w,https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot-en_960.png 960w,https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot-en_1440.png 1440w,https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot-en_1920.png 1920w,https://web.dev/static/case-studies/tokyu-passkeys/image/screenshot-en_2880.png 2880w" sizes="(max-width: 840px) 100vw, 856px"> <figcaption>Tokyu's sign-in screen incorporates passkeys. (Translated version)</figcaption> </figure> <div class="clear"></div> <p>Tokyu considers this significant improvement proves how non-tech savvy users can more intuitively and easily sign-in using a passkey compared to tedious and complex 2FA.</p> <h2 id="the_results" data-text="The results" tabindex="-1">The results</h2> <ul class="wd-stats"> <div class="wd-stats__item"> <p class="wd-stats__figure"> 11.7 <sub>x</sub> </p> <p>faster sign-ins</p> </div> <div class="wd-stats__item"> <p class="wd-stats__figure"> 45 <sub>%</sub> </p> <p>users have passkeys</p> </div> <div class="wd-stats__item"> <p class="wd-stats__figure"> 63 <sub>%</sub> </p> <p>new users create passkeys</p> </div> <div class="wd-stats__item"> <p class="wd-stats__figure"> 24 <sub>%</sub> </p> <p>users sign in using passkeys</p> </div> </ul> <ul> <li>Average time to sign in improved 11.7 times from 143.6 sec to 12.2 sec.</li> <li>Approximately 45% of current TOKYU ID users have passkeys.</li> <li>About 63% of new users registered after March 15, 2024, create passkeys.</li> <li>Currently, 24% of users sign in using passkeys.</li> </ul> <p>Tokyu is considering swapping the positions of the username field and the passkey button when the percentage of users signing in with passkeys exceeds 50%. This is expected to further enhance the passkey-centric user experience.</p> <h2 id="conclusion" data-text="Conclusion" tabindex="-1">Conclusion</h2> <p>Tokyu Corporation's adoption of passkey sign-in demonstrates its dedication to enhancing user experience and accessibility. By prioritizing user needs and adopting innovative technologies, Tokyu continues to lead the way in providing seamless and secure services to its diverse customer base. </p> </div> <devsite-thumb-rating position="footer"> </devsite-thumb-rating> <div class="devsite-floating-action-buttons"> </div> </article> <devsite-content-footer class="nocontent"> <p>Except as otherwise noted, the content of this page is licensed under the <a href="https://creativecommons.org/licenses/by/4.0/">Creative Commons Attribution 4.0 License</a>, and code samples are licensed under the <a href="https://www.apache.org/licenses/LICENSE-2.0">Apache 2.0 License</a>. 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How Tokyu achieved 12 times faster sign-in with passkeys | web.dev