- •Table of Contents
- •1Purpose
- •2High Level Service Flows
- •2.1Service Lifecycle When lpf Purchased Before Loss
- •2.2Service Lifecycle When lpf Purchased After Loss
- •Owner specifies a call-back number that is used to contact the Owner when a person other than the Owner finds the phone.
- •The Lost Phone screen gives instructions that guide the person finding the phone to contact the Owner.
- •2.3Automatically Deprovision Service after Phone is Permanently Lost
- •3Lost Phone Finder Handset Interface Use Cases
- •3.1General Notes
- •3.2Subscribe to lpf Service by Downloading Handset App, Pre-Loss (Pri: Hi)
- •3.3Lpf Handset App Launched from Handset by User (Pri: Med)
- •3.4Lpf Handset App Activated by Server Message while Phone Powered-On and In-Coverage (Pri: Hi)
- •3.5Lpf Handset App Activated by Server Message while Phone Powered-Off or Out-of-Coverage (Pri: Med)
- •3.6Lpf Handset App Commanded to Report Location (Pri: Hi)
- •3.7Lpf Handset App Commanded to Ring Loudly (Pri: Hi)
- •3.8Lpf Handset App Commanded to Erase Personal Data (Pri: Med)
- •3.9Deactivate lpf Service after Recovery (Pri: Hi)
- •3.10Bystander Finds Phone and Returns It to Owner (Pri: Hi)
- •3.11Return Phone to Insurer if Found After Filing Claim (Pri: Low)
- •4Self-Service Website Use Cases
- •4.1Subscribe to lpf Service via Website, Pre-Loss, Preloaded lpf Handset App (Pri: Hi)
- •4.2Subscribe to lpf Service via Website, Pre-Loss, User-Downloaded lpf Handset App (Pri: Hi)
- •4.3Subscribe to lpf Service via Website, Post-Loss (Pri: Hi)
- •4.4Activate lpf Service via Website after Loss (Pri: Hi)
- •4.5Enter the lpf Website after Previously Activating Service (Pri: Hi)
- •4.6Locate Phone via Website (Pri: Hi)
- •4.7Ring Phone via Website (Pri: Hi)
- •4.8Erase Personal Data via Website (Pri: Med)
- •5Toll-Free ivr Application User Interface Use Cases
- •5.1Activate lpf Service after Loss (Pri: Med)
- •5.2Call the lpf ivr App after Previously Activating Service (Pri: Med)
- •5.3Locate Phone via ivr (Pri: Med)
- •5.4Ring Phone via ivr (Pri: Hi)
- •5.5Erase Personal Data via ivr (Pri: Low)
- •6Call Center Operator Interface Use Cases
- •6.1Subscribe to lpf through Call Center Operator, Post-Loss (Pri: Low)
- •7Self-Service Website User Interface Design Concepts
- •7.1General Application Screen Template
- •7.2New User Welcome Screen
- •7.3Lpf Subscriber Welcome Screen
- •7.4Lost Phone Activation Screen
- •7.5“Help Me Find My Phone” Screen
4.2Subscribe to lpf Service via Website, Pre-Loss, User-Downloaded lpf Handset App (Pri: Hi)
This use case is identical to “Subscribe to LPF Service via Website, Pre-Loss, Preloaded LPF Handset App”, except that the user must be guided to download and install the LPF Handset App on her phone after subscribing through the LPF Website.
The LPS Server must have a positive mechanism for determining that the LPF Handset App was downloaded and installed successfully.
All reasonable means should be employed to ensure that the Owner downloads the application, including periodically/repeatedly sending the Owner SMS messages with embedded links to the application download site.
4.3Subscribe to lpf Service via Website, Post-Loss (Pri: Hi)
In this use case, the Owner subscribes to LPF through the Self-Service Website after having lost the phone. (The only other way to get LPF service post-loss is by calling customer care.)
Owner navigates to the LPF Website.
Owner logs-in using the Carrier’s Single-Sign-On (SSO) UI.
Owner views the welcome screen, including marketing-oriented materiel describing the features and benefits of the service.
Website displays two “Subscribe” buttons for Owner: “I have my phone” and “My phone is lost”.
(If the Owner has multiple phones, the welcome page will list Owner’s phones that are already subscribed to LPF.)
The Owner selects the “My phone is lost” subscription option
The Owner enters the phone number of the lost phone, and the LPF verifies that the specified phone is in the Owner’s account.
Alternatively, the LPF Server can query the Carrier’s IT systems for the Owner’s registered phone number(s). If the Owner is registered with multiple handsets that do not already have LPF service, the Website allows the Owner to select one phone.
Website presents subscription price and service disclaimer screen with “I understand and accept” check boxes for each major limitation.
Special emphasis is placed on the fact that the activation fee and subscription is No Risk – pay only if the phone is actually found.
Service limitation disclaimers 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.
Owner accepts the limitations, activation fee, and subscription price.
LPF server provisions the specified handset without sending a Service Subscription Code.
This flow is permitted even if the Owner previously attempted to purchase the service at “pre-loss” pricing with a Subscription Code.
Website presents subscription confirmation screen.
Website transitions to the “Activate LPF Service after Loss” screens to begin the activation use case. (We expect post-loss buyers to immediately activate the service after purchasing the service.)
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.