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Heuristics for user experience state that users will transfer theirexpectations from one product to another. A lack of consistency betweenproducts can increase users' cognitive friction, leading to frustration andrejection. This paper presents the first systematic study of the external,functional consistency of two-factor authentication user journeys on top-rankedwebsites. We find that these websites implement only a minimal number of designaspects consistently (e.g., naming and location of settings) but exhibit mixeddesign patterns for setup and usage of a second factor. Moreover, we find thatsome of the more consistently realized aspects, such as descriptions oftwo-factor authentication, have been described in the literature as problematicand adverse to user experience. Our results advocate for more general UXguidelines for 2FA implementers and raise new research questions about the 2FAuser journeys.

A Systematic Study of the Consistency of Two-Factor Authentication User Journeys on Top-Ranked Websites (Extended Version)