One-time passwords (OTP) for WhatsApp Business

View details in this post.

My role
In 2021, I led the end-to-end design of WhatsApp's V1 One-Time Password (OTP) experience, from interaction model to delivery, establishing the design foundation for secure, frictionless authentication at platform scale. Originated the "Copy code" interaction pattern, reducing friction at the most critical moment in the verification flow.

Problem
Account verification is one of the most critical — and most broken — moments in the user journey. Traditional methods like SMS OTPs are insecure, unreliable, and create unnecessary friction at exactly the moment users are trying to get somewhere fast. Codes arrive late, expire too quickly, or never show up at all. The result: abandoned sign-ups, failed account recoveries, and eroded trust.

Need
Users need verification that is fast, familiar, and secure — without adding steps or switching apps. Businesses need a channel with high delivery rates and measurable conversion impact.

Solution
WhatsApp OTP delivers one-time passwords through the same app users are already in — no context switching, no SMS delays, end-to-end encrypted by default. The result is a verification experience that feels like part of the conversation, not an interruption to it.

Impact

• 20% increase in Instagram account recovery success

• 11% increase in Facebook account recovery success

• 9% increase in new Instagram account creation