6Call Center Operator Interface Use Cases

6.1Subscribe to lpf through Call Center Operator, Post-Loss (Pri: Low)

Owners typically call the Carrier’s Customer Care center after losing a phone. This is critical opportunity to sell the Lost Phone Finder service, assuming that the LPF Handset App is already loaded on the phone. The use case flow is as follows.

1. Owner contacts Carrier Customer Care to report a lost phone.

2. Care Agent asks Owner if she would like to try to find the phone using Lost Phone Finder service.

3. Owner indicates interest.

4. Agent asks Owner if she has access to a computer with an internet connection and browser.

   1. If Owner does have access to browser, Owner is directed to the Lost Phone Finder provisioning website and asked to register for the service there, ending the call.

5. If Owner does not have access to a computer or is unwilling to go there, then Agent tells Owner that Agent can provision the service, but Owner must use either the toll-free LPF IVR app or Website to utilize the service.

6. Owner agrees, and Agent describes the Activation Fee, the monthly subscription fee, and the fact that the user pays only if the phone is found.

7. Owner agrees again, and Agent provisions the Lost Phone Finder Service on the Owner’s phone.

8. Agent transfers the Owner to the Lost Phone Finder IVR Interface.

9. Remainder of the use case follows the IVR “Locate and Lock Phone” use case.

7Self-Service Website User Interface Design Concepts

7.1General Application Screen Template

• Standard Carrier-Branded Web Page Layout

  • Standard carrier header

  • Footer with Links to Privacy Policy, carrier home page, etc.

7.2New User Welcome Screen

The “New User Welcome Screen” screen is for users that have not yet purchased the Lost Phone Finder service, or have partially completed the purchase process.

• User Log-in (Carrier’s Single Sign-On)

  • Standard SSO capabilities – e.g. create a username, forgot my password, etc.

• Insured/Uninsured Subscriber Discrimination

  • Different text and prices, depending on whether subscriber has phone replacement insurance

• Lost Phone Finder Purchase Wizard

  • Pre-Loss/Post-Loss Question

  • Activation Price Display

  • Monthly Subscription Price Display

  • Service Limitations Display and User Acceptance Check-boxes

• Send Service Subscription Code to Phone (pre-loss only)

  • Display specific error status if unable to deliver code to phone

• Enter Service Subscription Code on Website(pre-loss only)

  • Confirm correct entry

  • Allow subscriber to terminate and resume service activation process at this point

  • Send reminder SMS messages to phone if subscriber does not complete purchase process within specified time

• Purchase confirmation dialogs

• Transition to LPF Subscriber Welcome Screen

7.3Lpf Subscriber Welcome Screen

The “LPF Subscriber Welcome Screen” is displayed to users that have successfully subscribed to the Lost Phone Finder service, but have not declared a lost phone. Users that are already dealing with a lost phone are sent directly to the “Lost Phone Control Screen”.

• Personalized welcome text (user name, device MDN, device type)

• “Help Me Find My Phone” button

  • Transition to “Lost Phone Initial Activation Screen”

• “Help me file an insurance claim” button (for insured subscribers)

• “Help me disconnect the old phone and purchase a new phone” button (for uninsured subscribers)