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...

 

  • I will be notified that the POC is not authenticated

  • I will verify that the name the customer supplies is a name on the account

  • Be prompted to enter the password

  • Be presented with a customer role transaction matrix

  • 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

Visualize the Scenario |  Final Designs

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© 2020 by Ally Goldstein