Sofia's platform team had been through three different second-factor rollouts in five years, and every one of them had stalled in the high-80% adoption range. The remaining users escalated to leadership, exceptions got handed out, and the secure default quietly stopped being the default.
Vercrio's rollout was different mostly because the user-facing flow stopped being something people resented. "It's a tap, it's done — there's nothing to push back against," Sofia says.
The team reached 100% adoption inside the first week. The exception queue Sofia had pre-emptively built never received a single ticket. Engineering leadership signed off on rolling the same flow out to ops and finance in the second sprint.
Six months in, the platform team's identity ownership has shrunk to a quarterly check-in. Most of their time has moved back to what they were hired to do.