In-Person (Intranet) Requestors

RCS Screen Shots Document
Grouped By Scenario
Electronic Access Multi-Factor Authentication
Registration And Customer Support (RCS)
11/18/2016

RCS Screen Shots Document Grouped By Scenario

Table of Contents
1. Document Version Information ........................................................................................................................................................... 5
2. User Search Page ................................................................................................................................................................................. 6
3. Account Summary ................................................................................................................................................................................ 7
3.1. Standard (LOA2) In-Person - No 2nd Factor Registered ................................................................................................................ 7
3.2. Standard (LOA2) On-Phone - No 2nd Factor Registered ............................................................................................................... 8
3.3. Account Summary – Only Cell Phone Registered as Second Factor ............................................................................................. 9
3.3.1. Standard (LOA2) In-Person .................................................................................................................................................... 9
3.3.2. Extra Security Account (LOA3) In-Person ............................................................................................................................. 10
3.3.3. Standard (LOA2) On-Phone.................................................................................................................................................. 11
3.3.3.1. Extra Security Account (LOA3) On-Phone .................................................................................................................... 12
3.3.3.2. Extra Security Account (LOA3) On-Phone – Security Code Verification ....................................................................... 13
3.3.3.3. Extra Security Account (LOA3) On-Phone – Security Code Verified ............................................................................. 14
3.4. Account Summary – Only E-mail Registered as Second Factor ................................................................................................... 15
3.4.1. Standard (LOA2) In-Person .................................................................................................................................................. 15
3.4.2. Extra Security Account (LOA3) In-Person ............................................................................................................................. 16
3.4.3. Standard (LOA2) On-Phone.................................................................................................................................................. 17
3.4.4. Extra Security Account (LOA3) On-Phone ............................................................................................................................ 18
3.4.4.1. Extra Security Account (LOA3) On-Phone – Security Code Verification ....................................................................... 19
3.4.4.2. Extra Security Account (LOA3) On-Phone – Security Code Verified ............................................................................. 20
3.5. Account Summary – Multiple Registered Second Factors ............................................................................................................ 21
3.5.1. Standard Account (LOA2) Account Summary (LOA2) In-Person (Multiple Second Factors) ................................................ 21
3.5.2. Extra Security Account (LOA3) In-Person ............................................................................................................................. 22
3.5.4. Standard Account (LOA2) On-Phone.................................................................................................................................... 23
3.5.4.1.1. Multiple Second Factors: How does this work? .......................................................................................................... 24
3.5.5. Extra Security Account (LOA3) On-Phone ............................................................................................................................ 25
3.5.5.1. Extra Security Account (LOA3) – On-Phone – Second Factor Selection ...................................................................... 26
3.5.5.2. Extra Security Account (LOA3) – On-Phone – Security Code Verified.......................................................................... 27
3.6. Account Summary – Change Pending .......................................................................................................................................... 28
3.6.1. Standard Account (LOA2) In-Person .................................................................................................................................... 28
3.6.2. Extra Security Account (LOA3) In-Person ............................................................................................................................. 29
3.6.3. Standard Account (LOA2) On-Phone.................................................................................................................................... 30

Page 2

RCS Screen Shots Document Grouped By Scenario
3.6.4. Extra Security Account (LOA3) On-Phone ............................................................................................................................ 31
4. Second Factor Reset (LOA2 or LOA3) .............................................................................................................................................. 32
4.1. Address Verification In-Person ..................................................................................................................................................... 32
4.2. Address Verified Electronically In-Person ..................................................................................................................................... 33
4.3. Cannot Verify Address Internal In Person ..................................................................................................................................... 34
4.4. Decline or Fail External Verification In Person .............................................................................................................................. 35
4.5. Address Verification On-Phone .................................................................................................................................................... 36
4.6. Address Verified Electronically On-Phone .................................................................................................................................... 37
4.7. Cannot Verify Address Internally On Phone ................................................................................................................................. 38
4.8. Address Not Verified Electronically On-Phone ............................................................................................................................. 39
4.9. No to External Verification (LOA2 or LOA3) On Phone ................................................................................................................ 40
5. Temporary Password (LOA2 or LOA3) ............................................................................................................................................. 41
5.1. Address Verification In-Person ..................................................................................................................................................... 41
5.2. Address Verifies Electronically In-Person ..................................................................................................................................... 42
5.3. Cannot Verify Address Internally In Person .................................................................................................................................. 43
5.4. Decline or Fail External Verification In Person .............................................................................................................................. 44
5.5. Address Verification On-Phone .................................................................................................................................................... 45
5.6. Address Verified Electronically On-Phone .................................................................................................................................... 46
5.7. Cannot Verify Address Internally On Phone ................................................................................................................................. 47
5.8. No to External Verification On Phone ........................................................................................................................................... 48
5.9. Address Not Verified Electronically On-Phone ............................................................................................................................. 49
5.10. Cancel Temp Password – Account Summary (LOA2) In-Person ............................................................................................... 50
6. Temporary Password with Cell Phone as Only Registered Second Factor In Person (LOA2 or LOA3) ..................................... 51
6.1. Hand-In Temporary Password Letter ............................................................................................................................................ 51
7. Temporary Password with Cell Phone as Only Registered Second Factor On Phone (LOA2 or LOA3) .................................... 52
7.1. Email Temporary Password Letter................................................................................................................................................ 52
8. Elevate Account In-Person (In-Person Only) ................................................................................................................................... 53
8.1. Newly Created Account - YWES................................................................................................................................................... 53
8.2. Existing Account (AXSEAC) ......................................................................................................................................................... 54
8.3. Cannot Verify Address Internal (AXSNEV) ................................................................................................................................... 55
8.4. Cannot Verify Address Internal (EXTOS) ..................................................................................................................................... 56
9. Remove Extra Security In-Person ..................................................................................................................................................... 57

Page 3

RCS Screen Shots Document Grouped By Scenario
9.1. “Are you sure you want to remove your extra security?” ............................................................................................................... 57
9.2. Confirmation ................................................................................................................................................................................. 58
10. Remove Extra Security On-Phone .................................................................................................................................................. 59
10.1. Address Verification .................................................................................................................................................................... 59
10.2. Cannot Verify Address Internally ................................................................................................................................................ 60
10.3. Fail External Verification ............................................................................................................................................................. 61
10.4. External Verification (No) ............................................................................................................................................................ 62
10.5. Confirmation ............................................................................................................................................................................... 63

Page 4

RCS Screen Shots Document Grouped By Scenario

1. Document Version Information
Version
Number

0.1 (Draft)
0.2 (Draft)

Date

Content Revisions

10/18/2016 Initial Version

Kirk Crawford

10/19/2016

Updated path for LOA2 on phone accounts, removing the need
for OTP.
Updated several account summary screenshots to fix
overlapping.

Kirk Crawford

Kirk Crawford

-

0.3 (Draft)

1.0

Revised by

10/20/2016

-

Formatted e-mail to “E-mail” throughout prototype.
Changed “Security Codes are Sent to” to “Security Codes Sent
by:”

11/18/2016

-

Global Changes:
Kirk Crawford
PLEASE NOTE: Due to the limitation of our prototype, there
may be screens that do not reflect the global changes
listed below. This was not intentional. The global changes
apply to all screens.
o Globally changed spelling and capitalization from “Email” to “email”, per OCOMM. (Note: Capitalization of
“email” now follows rules for non-proper nouns.)
o Globally changed capitalization of “Social Security
number” so that the “n” in “number” is no longer
capitalized, per OCOMM.
o Globally updated all address verification screens with
proper “city/town” pattern.
Specific Changes:
o Updated AXSEAC to “a security code.”
o Section 3.5.5. Extra Security Account (LOA3) On
Phone – changed “security codes” to “a security code”
in Account Summary container heading support text.
o Section 5.6. Address Verification On Phone –
changed text box label from “City” to “City/Town”.
o Updated sample notice language (page 9) to read:
“Request to reset security code online” and “Request
to reset security code in person.”
o Updated language from “security codes” to “a security
code.” (page 21)
o Removed screen “Address not verified electronically”
from all scenarios.
o Inserted language for the screen, “No to external
verification”: “If you choose in the future to allow us to
share your information with the identity services
provider, we can try again to verify your address.”
o For temporary password scenarios, removed the
language “before the date shown in your letter.”
o For the email temporary password screen, removed
reference to “letter.”

-

Page 5

RCS Screen Shots Document Grouped By Scenario

2. User Search Page

Removed cell
phone
requirement

Changed “email” to
“email.”
(Global)

Updated sample notice
language to reflect
walkthrough feedback on
11/4 (Global)

Updated
section with
new screen
links

Page 6

RCS Screen Shots Document Grouped By Scenario

3. Account Summary
3.1. Standard (LOA2) In-Person - No 2nd Factor Registered

Added new section
to display second
factor device

Email address is not
masked, as it is not
used as a second
factor in this scenario.

Genericized
button
language.

Page 7

RCS Screen Shots Document Grouped By Scenario

3.2. Standard (LOA2) On-Phone - No 2nd Factor Registered

Email address is not
masked since email is not
used as a second factor.

Page 8

RCS Screen Shots Document Grouped By Scenario

3.3. Account Summary – Only Cell Phone Registered as Second Factor
3.3.1. Standard (LOA2) In-Person

Initiates reset
second factor
process for cell
phone only.

Change email address is
still active since e-mail is
not a second factor for
this scenario.

Page 9

RCS Screen Shots Document Grouped By Scenario
3.3.2. Extra Security Account (LOA3) In-Person

Page 10

RCS Screen Shots Document Grouped By Scenario
3.3.3. Standard (LOA2) On-Phone

Security code is not
required to initiate
the reset process

Page 11

RCS Screen Shots Document Grouped By Scenario
3.3.3.1. Extra Security Account (LOA3) On-Phone

Updated language from
“security codes” to “a security
code.” 11/4

Page 12

RCS Screen Shots Document Grouped By Scenario
3.3.3.2. Extra Security Account (LOA3) On-Phone – Security Code Verification

Page 13

RCS Screen Shots Document Grouped By Scenario
3.3.3.3. Extra Security Account (LOA3) On-Phone – Security Code Verified

Page 14

RCS Screen Shots Document Grouped By Scenario

3.4. Account Summary – Only E-mail Registered as Second Factor
3.4.1. Standard (LOA2) In-Person

Email address is
masked, as security
codes are sent to email in this scenario

Page 15

RCS Screen Shots Document Grouped By Scenario
3.4.2. Extra Security Account (LOA3) In-Person

Page 16

RCS Screen Shots Document Grouped By Scenario
3.4.3. Standard (LOA2) On-Phone

Page 17

RCS Screen Shots Document Grouped By Scenario
3.4.4. Extra Security Account (LOA3) On-Phone

Page 18

RCS Screen Shots Document Grouped By Scenario
3.4.4.1. Extra Security Account (LOA3) On-Phone – Security Code Verification

In this scenario, the
user is not given a
choice to select
between e-mail and
text message,
since e-mail is the
only form of
registered second
factor.

Page 19

RCS Screen Shots Document Grouped By Scenario
3.4.4.2. Extra Security Account (LOA3) On-Phone – Security Code Verified

Page 20

RCS Screen Shots Document Grouped By Scenario

3.5. Account Summary – Multiple Registered Second Factors
3.5.1. Standard Account (LOA2) Account Summary (LOA2) In-Person (Multiple Second Factors)

Multiple second
factor methods
are shown in this
scenario

Both email
address and cell
phone number
are masked

Page 21

RCS Screen Shots Document Grouped By Scenario
3.5.2. Extra Security Account (LOA3) In-Person

Page 22

RCS Screen Shots Document Grouped By Scenario
3.5.4. Standard Account (LOA2) On-Phone

Page 23

RCS Screen Shots Document Grouped By Scenario
3.5.4.1.1. Multiple Second Factors: How does this work?
Step 1

Step 2

Step 3

CR selects “Send Security Code.”

CR prompts customer to choose security
code delivery method, then clicks
“Submit.”

A security code is sent to the chosen
delivery method.

This screen is only
displayed when there are
multiple security code
delivery methods
associated with the
account

In this scenario,
the user
selected email
address

In this scenario,
the user
selected cell
phone number:

Page 24

RCS Screen Shots Document Grouped By Scenario
3.5.5. Extra Security Account (LOA3) On-Phone

Changed
“security codes”
to “a security
code.” 11/2

Page 25

RCS Screen Shots Document Grouped By Scenario
3.5.5.1. Extra Security Account (LOA3) – On-Phone – Second Factor Selection

Page 26

RCS Screen Shots Document Grouped By Scenario
3.5.5.2. Extra Security Account (LOA3) – On-Phone – Security Code Verified

Page 27

RCS Screen Shots Document Grouped By Scenario

3.6. Account Summary – Change Pending
3.6.1. Standard Account (LOA2) In-Person

E-mail not masked,
since Email is no
longer being used as
a second factor in
this scenario.

Page 28

RCS Screen Shots Document Grouped By Scenario
3.6.2. Extra Security Account (LOA3) In-Person

Page 29

RCS Screen Shots Document Grouped By Scenario
3.6.3. Standard Account (LOA2) On-Phone

Page 30

RCS Screen Shots Document Grouped By Scenario
3.6.4. Extra Security Account (LOA3) On-Phone

Page 31

RCS Screen Shots Document Grouped By Scenario

4. Second Factor Reset (LOA2 or LOA3)
4.1. Address Verification In-Person

Page 32

RCS Screen Shots Document Grouped By Scenario

4.2. Address Verified Electronically In-Person

Page 33

RCS Screen Shots Document Grouped By Scenario

4.3. Cannot Verify Address Internal In Person

Page 34

RCS Screen Shots Document Grouped By Scenario

4.4. Decline or Fail External Verification In Person

Page 35

RCS Screen Shots Document Grouped By Scenario

4.5. Address Verification On-Phone

Page 36

RCS Screen Shots Document Grouped By Scenario

4.6. Address Verified Electronically On-Phone

Page 37

RCS Screen Shots Document Grouped By Scenario

4.7. Cannot Verify Address Internally On Phone

Page 38

RCS Screen Shots Document Grouped By Scenario

4.8. Address Not Verified Electronically On-Phone

Page 39

RCS Screen Shots Document Grouped By Scenario

4.9. No to External Verification (LOA2 or LOA3) On Phone

Added last sentence,
allowing the customer to
share information with the
ISP in the future. 11/16

Page 40

RCS Screen Shots Document Grouped By Scenario

5. Temporary Password (LOA2 or LOA3)
5.1. Address Verification In-Person

Page 41

RCS Screen Shots Document Grouped By Scenario

5.2. Address Verifies Electronically In-Person

Removed reference to
temporary password
date of expiration.
11/16 (Global)

Added “for”
11/2/16

Page 42

RCS Screen Shots Document Grouped By Scenario

5.3. Cannot Verify Address Internally In Person

Page 43

RCS Screen Shots Document Grouped By Scenario

5.4. Decline or Fail External Verification In Person

Page 44

RCS Screen Shots Document Grouped By Scenario

5.5. Address Verification On-Phone

Page 45

RCS Screen Shots Document Grouped By Scenario

5.6. Address Verified Electronically On-Phone

Page 46

RCS Screen Shots Document Grouped By Scenario

5.7. Cannot Verify Address Internally On Phone

Page 47

RCS Screen Shots Document Grouped By Scenario

5.8. No to External Verification On Phone

Page 48

RCS Screen Shots Document Grouped By Scenario

5.9. Address Not Verified Electronically On-Phone

Page 49

RCS Screen Shots Document Grouped By Scenario

5.10. Cancel Temp Password – Account Summary (LOA2) In-Person

Page 50

RCS Screen Shots Document Grouped By Scenario

6. Temporary Password with Cell Phone as Only Registered Second Factor In
Person (LOA2 or LOA3)
6.1. Hand-In Temporary Password Letter

This screen appears immediately
after the CR clicks “Get Temp
Password” on the Account
Summary. The only applies for
users who only have a cell phone
as a registered second factor and
are in the field office. 11/15

Page 51

RCS Screen Shots Document Grouped By Scenario

7. Temporary Password with Cell Phone as Only Registered Second Factor On
Phone (LOA2 or LOA3)
7.1. Email Temporary Password Letter

This screen appears immediately
after the CR clicks “Get Temp
Password” on the Account
Summary. The only applies for
users who only have a cell phone
as a registered second factor and
are on the phone. 11/15

]

Page 52

RCS Screen Shots Document Grouped By Scenario

8. Elevate Account In-Person (In-Person Only)
8.1. Newly Created Account - YWES

Page 53

RCS Screen Shots Document Grouped By Scenario

8.2. Existing Account (AXSEAC)

Page 54

RCS Screen Shots Document Grouped By Scenario

8.3. Cannot Verify Address Internal (AXSNEV)

Page 55

RCS Screen Shots Document Grouped By Scenario

8.4. Cannot Verify Address Internal (EXTOS)

Page 56

RCS Screen Shots Document Grouped By Scenario

9. Remove Extra Security In-Person
9.1. “Are you sure you want to remove your extra security?”

Page 57

RCS Screen Shots Document Grouped By Scenario

9.2. Confirmation

Page 58

RCS Screen Shots Document Grouped By Scenario

10. Remove Extra Security On-Phone
10.1. Address Verification

Page 59

RCS Screen Shots Document Grouped By Scenario

10.2. Cannot Verify Address Internally

Page 60

RCS Screen Shots Document Grouped By Scenario

10.3. Fail External Verification

Page 61

RCS Screen Shots Document Grouped By Scenario

10.4. External Verification (No)

Page 62

RCS Screen Shots Document Grouped By Scenario

10.5. Confirmation

Page 63