Overview
A fast-growing last-mile delivery service operating across multiple major U.S. cities had built its reputation on reliability, real-time order visibility, and an intuitive customer experience. The platform manages thousands of deliveries daily, ranging from restaurant orders to retail goods to sensitive medical items.
As the company scaled, its legacy authentication system began creating friction for both customers and couriers. Password-based login slowed onboarding, drove unnecessary support requests, and introduced security risks. The company sought a modern authentication solution that was fast to implement, secure by design, and seamless for all users.
The Challenge
The platform’s password-based login flow created several challenges:
Sequential onboarding friction: Users were required to create a customer account before starting the driver onboarding process.
Single email limitation: One email could not serve as both a customer and a driver, forcing users to manage multiple accounts.
Need for simplicity and reliability: The company needed an authentication solution that worked seamlessly in a high-volume delivery environment while minimizing operational overhead.
The priorities were clear: frictionless login, strong security, and a passwordless experience that was intuitive and reliable for all users.
The Solution: Passwordless Authentication
After evaluating multiple providers, the company implemented a passwordless authentication solution that delivered simplicity, speed, and security.
Fast, low-lift integration
The architecture allowed the integration to be completed in just two days, enabling the team to refocus on core operational priorities instead of wrestling with complex authentication workflows.
Frictionless experience for all users
Device-bound cryptographic keys replaced passwords, enabling login times under 500 milliseconds. Authentication became instant and nearly invisible. Customers could access real-time delivery tracking without delay, while couriers could start shifts immediately. “The login experience went from a known pain point to something users barely notice. That is exactly what we wanted.” — Founder
Strong security without extra complexity
Eliminating passwords removed the primary target for most automated attacks. Credential stuffing, phishing, and password theft were no longer relevant threats, providing peace of mind for both users and the team.
Reliable under high volume
The solution supports high traffic and frequent login events without issue, keeping the system stable for customers and couriers even during peak periods. “We stopped worrying about whether people could log in during busy times. That stability changed how we run the whole system.” — Founder
The Results
Drivers can now onboard directly from their first launch, even when using the same email as their customer account.
Faster onboarding for all users.
Greater flexibility for developers to design improved onboarding flows.
Conclusion
By adopting a passwordless authentication approach, the company modernized its login experience and removed friction from the delivery lifecycle. The platform now operates on a secure, fast, and reliable model that scales with the business, improving both customer satisfaction and operational efficiency.