Earlier, Shopify legacy customer accounts were based on the traditional email and password login system. While this method was widely used, it often created friction for users due to forgotten passwords, repeated login failures, and a less convenient experience.
To address this, Shopify introduced a new customer account system that replaced passwords with email based OTP (One Time Password) authentication, making login simpler and more secure.
However, our client wanted to go beyond this improvement. Since their target audience actively uses WhatsApp for communication, they aimed to create a login experience that not only simplifies access but also helps them collect and utilize customer WhatsApp contact details for future engagement and marketing.
Implementing this requirement came with multiple technical and experience related challenges:
To achieve the desired outcome, we followed a structured and strategic approach:
We implemented a fully customized login system using Shopify UI extensions that enables WhatsApp based OTP authentication. Instead of relying only on email OTP, customers can now enter their mobile number and receive a one time password directly on WhatsApp.
This approach simplifies the login process and aligns with user behavior, as most customers actively use WhatsApp daily. The solution ensures secure authentication while providing a smooth and modern user experience. It also allows the client to capture verified customer contact details during login.
This solution delivered significant improvements for both the business and its customers:
By extending Shopify’s default authentication system and introducing WhatsApp OTP login through a custom UI extension, we transformed the customer login experience into a faster, more user friendly, and highly engaging process.
This solution not only improved usability and security but also helped the client build a stronger connection with their customers through WhatsApp, ultimately supporting better retention, communication, and business growth.