Phone Verification pre-QA notes
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Phone Verification pre-QA notes | |
Part I. SETUP FLOW (setup + activating "verification profile") | |
- Go through this both during first time setup AND when changing telephone number. | |
- "Verification profile": Telephone number + (3) security questions | |
Part II. VERIFICATION | |
- Happens when you log in from Launchpad. | |
- "Verification challenge": Text message or phone call triggered on login; instance of asking person to prove who they are. | |
- If user is locked out, a phone call to support is required to verify security questions. Possible to automate this in the future. | |
Things to test and think about: | |
1. Think about each security question | |
2. Phone number format (international) | |
3. Unique support contact form for LP login trouble | |
4. Not possible to deactivate phone verificiation without contacting support; support requires verification of security questions over the phone to disable. | |
5. If SMS provider goes down, users will be unable to login. | |
6. Test third party app verification against most popular apps. What are the most commonly used third-party apps? *Ask Noah | |
7. Test voice verification for each app, should be customized voice prompt for each (CF, HR, BC, BP, LP/37signals) | |
8. Test password reset emails | |
9. Test CF, HR and BCX for iOS | |
Support tools | |
1. Add support for searching phone number by identity | |
2. QB identity page "Phone verification enabled: Yes (deactivate) (assist with reset) (history)" | |
- Agent assisting with reset flow: | |
1. Enter QB pw | |
2. Verify questions | |
3. Support agent issues recovery code | |
4. Account is placed into a "support verification state" | |
5. Customer is prompted to enter recovery code on next login |
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