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Storyboard Description

Customer storyboard

Storyboard Text

  • 1. Sam is a third party support partner; he needs to call the service desk because he cannot remember the PIN on his RAS token.
  • Username: bloggs Password: ***** PIN and token:xxxx-xxxxxxxx
  • Access denied
  • 2. A few days later, Sam needs to get his PIN reset again because he misplaced it.
  • https://access.transp...
  • Account locked
  • 3. Meanwhile - Jess has been experiencing the same problem
  • Username: ParkerJ Password: ***** PIN and token:xxxx-xxxxxxxx
  • Not again!
  • Access Denied
  • 4. An intelligent manager notes the increased service desk calls and has an idea! Get a small team together to use the design thinking approach so that user's receive a better tokened remote access experience. They collaborate..
  • What if we remove the PIN requirement?
  • Customer focus.
  • What about security?
  • Expo
  • Risk
  • Benefits
  • Financial impact
  • 5. After everything has been considered, a recommendation is made, approved, and then actioned..
  • Sign here...
  • Memo to remove PIN from tokened RAS
  • 6. After the PIN requirement is disabled, users are delighted that they don't need to enter a PIN anymore.
  • This is much better!
  • https://access.trans...
  • Access granted
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