Customer Verification Screen
Role: UX Designer
Goal
Create Customer Verification Screen for agents to limit the ability of unauthorized users who can access Verizon accounts
About
BGCO agents handle Verizon’s small- and large-business and government accounts. The BGCO business was experiencing an increase in fraud due to not having a secure customer verification process.
The User Journey
Identify Scenarios and Requirements
We partnered with call center managers, business analysts and IT who provided us with detailed requirements and scenarios. We participated in weekly meetings and a process flow was created as a team.
User Scenario Example
As an agent when the Point of Contact (POC) does not authenticate in the IVR...
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I will be notified that the POC is not authenticated
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I will verify that the name the customer supplies is a name on the account
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Be prompted to enter the password
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Be presented with a customer role transaction matrix
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Must acknowledge viewing the matrix before opening the account
Ideation Session to map out scenarios
Creation
Visualize the Scenario | Initial Wireframes
Notification that customer is not verified
Verify the customer calling
Be prompted to enter the password
Be presented with customer role transaction matrix
Design Challenge:
How to present information in the customer role transaction matrix in a clear and clean way that does not overwhelm the agent.
Customer role transaction matrix:
what transactions an agent can/cannot do on account based on the customer role
original transaction matrix
Ideation
Version 1
Version 2
Verision 3
Design Solution
Created four columns to spread out information, bold text to identify categories, gray text and bullets to identify what transactions cannot be performed
