Truist ⊹ Authentication for a top 10 bank
Enhancing my childhood bank’s authentication experience for 15 million people.
Role: Product designer
Teams: Product triad (+ me), marketing, compliance, auth
Outcome: Introducing biometric enhancements to Truist sign-ins, and expanding auth UI standards and offerings throughout the bank.
As a long-time customer, I'm proud to make secure banking accessible to all of our users at Truist. I opened my first student accounts with BB&T in 2015, and I’ve since witnessed the evolution of its services over the past decade.
Digital security encompasses every entry point at a bank.
AI-voice call manipulation, ATM fraud, phishing, social engineering, social media/marketplace scams, and loan scams are just a few examples of practices that steal millions of dollars from vulnerable populations every year. How might we design security practices for digital and physical touch-points that proactively protect our users and their finances?
My impacts
3.5M Saved in annual support costs
I reduced login-related support issues through improved authentication and recovery experiences, generating an estimated $3.5M in annual support cost savings.
-52% Digital fraud incidents
I’ve led design improvements across fraud detection, biometric authentication, customer support, and credential recovery flows, resulting in a 52% reduction in digital fraud incidents.
+32% Daily passwordless logins
I drove adoption of biometric and QR-code sign-in through research-backed design recommendations, increasing daily passwordless logins by 32% while strengthening account security.
Design process
My design decisions emerge from client narratives and system behavior, not from predetermined solutions. Each intervention is treated as a hypothesis, then evaluated through research, accessibility review, and controlled release. Outcomes from deployment feed back into subsequent cycles of inquiry.
Design delivery
Truist design delivery is grounded in Truist’s in-house design system and accessibility standards. I partner closely with product and engineering to translate research findings, interaction logic, and compliance requirements into build-ready specifications. This includes validating semantic structure, keyboard navigation, screen reader behavior, and visual consistency to ensure designs ship accurately and perform as intended in real-world conditions.
You’ve reached the end.
My work with Truist is under NDA. please reach out to me at bhargs@bhargs.com for more details of my work.