3.10Bystander Finds Phone and Returns It to Owner (Pri: Hi)

The LPF application is designed to help bystanders contact the owner to arrange return of the lost phone. The basic recovery use case is as follows:

1. Bystander picks up lost phone

2. Bystander powers on phone (if not already on) or presses any button to activate the display backlight

   1. If LPF is already activated, the LPF application launches immediately upon power-on and displays “I’m a lost phone” home screen.

   2. If not already activated, the LPF application activates as soon as it receives the activation SMS message from the network. After cycling through reporting its location and ringing loudly, the display returns to “I’m a lost phone” screen.

3. Bystander reads and follows on-screen instructions (“Press any key to call phone owner”) to call pre-provisioned number.

4. Bystander arranges delivery of phone with owner, or leaves message at designated number.

   1. If a message is left, owner may call lost phone to speak with bystander.

3.11Return Phone to Insurer if Found After Filing Claim (Pri: Low)

If the phone is found after the Owner has abandoned the search and filed a claim for a replacement phone, the LPF Application must direct subsequent bystander calls to the Insurer’s call center. This requires some mechanism by which the LPF Server can send an “Update Outbound Call Number” message to the LPF Handset App.

NOTE: This operation may be deferred (i.e. until the phone is powered-on and/or brought back into coverage.) Furthermore, this capability is entirely dependent on the carrier maintaining network access to the phone. Generally speaking, the service to the lost phone must be terminated when the Owner’s replacement phone is activated.

4Self-Service Website Use Cases

4.1Subscribe to lpf Service via Website, Pre-Loss, Preloaded lpf Handset App (Pri: Hi)

The LPF Website is one of three interfaces through which Owners can subscribe to the LPF Service while they are still in possession of their phone. (The others are customer care, and by downloading the application if it isn’t already preloaded.) The general use case can be the same for both insured and uninsured phones, though the LPF Service Subscription Price may be very different.

NOTE: It’s likely that the LPF subscription will be bundled with a replacement insurance service, in which case the Owner does not need to subscribe to the service. The LPF subscription would be provisioned through a back-end interface to the Insurer’s provisioning systems.

The use case flow is as follows:

1. Owner navigates to the LPF Website.

2. Owner logs-in using the Carrier’s Single-Sign-On (SSO) UI.

3. Owner views the welcome screen, including marketing-oriented materiel describing the features and benefits of the service.

4. Website displays two “Subscribe” buttons for Owner: “I have my phone” and “My phone is lost”.

5. The Owner selects the “I have my phone” subscription option

6. In the case where the Owner is registered with multiple handsets that do not already have LPF service, the Website presents a screen that allows the Owner to select one phone.

7. Website presents subscription price and service disclaimer screen with “I understand and accept” check boxes for each major limitation. (Limitations may include: Service cannot be used to illegally track the phone; no guarantee that you will find your phone; the phone cannot be located while it is powered off or out-of-coverage.)

8. Owner accepts the limitations and subscription price.

9. LPF server sends a unique Service Subscription Code to the subscriber’s handset via SMS (store & forward).

10. Website presents subscription confirmation screen with a field in which to enter the Service Subscription Code, and informs subscriber that the Subscription Code was sent to her phone, and that this code must be entered to activate the service.

    1. This screen should include a link titled “I don’t have my phone” to permit users that have already lost their phones to go back to the “post-loss” provisioning flow and to accept the post-loss pricing.

11. Owner confirms subscription by entering the Service Subscription Code.

12. After successful registration, the LPF Server sends an email to the Owner’s registered email address (derived from the Carrier’s subscriber profile database) containing an “LPF welcome package” that includes a link to the LPF Website and the toll-free LPF IVR interface.