Customer Verification Screen
Role: UX Designer
Create Customer Verification Screen for agents to limit the ability of unauthorized users who can access Verizon accounts
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