+8.2 Customer Success Considerations

8.2 Customer Success Considerations

A primary aspect of customer experience is anticipating the needs of the user population and offering authenticator options that are suitable for that population. Some examples of authenticator suitability problems are:

SMS-based out-of-band authentication may not be usable for subscribers in rural areas without mobile phone service.
OTP authenticators may be difficult to read for subscribers with vision issues.
Out-of-band authentication secrets sent via a voice telephone call may be difficult to understand for subscribers with hearing issues.
Some facial matching algorithms may not perform equally well for all user populations.
Some subscribers may have conditions that interfere with fingerprint collection, such as missing fingers, degraded fingerprints (e.g., from working with chemicals or extensively using their hands), or dexterity problems.
The cost of hardware-based authenticators may be beyond the means of some subscribers.
Accurate manual entry of passwords may be difficult for subscribers with mobility and dexterity-related physical disabilities.
Certain authenticator types may be challenging for subscribers with intellectual, developmental, learning, or neurocognitive difficulties.
Lower-income subscribers are less likely to have up-to-date devices that are required by some authentication modes.
Subscribers with less technological skill may need help to enter OTP codes from one device to another.
The small form factor of some authenticators may pose challenges for certain users, such as senior citizens and individuals with dexterity challenges.

While CSPs are required to mitigate common and expected problems in this area, it is not feasible to anticipate all potential customer experience problems, which will vary for different applications. Accordingly, CSPs need to provide mechanisms for subscribers to report challenges with authentication requirements and advise them on potential alternative authentication strategies.

1. Übersicht

1.1 Referenzen

1.2 Identifizierte Anforderungen

1.3 Zugehörige Regulierungen

2. Identifizierte Anforderungen

Anforderungen

3. Zugehörige Regulierungen

Regulierungen
  • NIST -

    EN: Publications of the National Institute of Standards and Technology (NIST), U.S. Department of Commerce, https://www.nist.gov/, from their electronic versions (OSCAL; SP 800-63-4 from its HTML version, https://pages.nist.gov/800-63-4/). Works of NIST employees are not subject to copyright protection in the United States (17 U.S.C. § 105); the OSCAL content is dedicated to the public domain worldwide (CC0 1.0); outside the United States NIST grants the right to reprint its technical series publications in all formats (NIST copyright statement). Republished courtesy of the National Institute of Standards and Technology; each document names its citation. Divided into sections and converted into the GRCA format, the wording unchanged. Only the versions published by NIST are authoritative.

    DE: Veröffentlichungen des National Institute of Standards and Technology (NIST), U.S. Department of Commerce, https://www.nist.gov/, aus ihren elektronischen Fassungen (OSCAL; SP 800-63-4 aus ihrer HTML-Fassung, https://pages.nist.gov/800-63-4/). Werke von NIST-Beschäftigten sind in den USA urheberrechtlich nicht geschützt (17 U.S.C. § 105); die OSCAL-Inhalte sind weltweit gemeinfrei gestellt (CC0 1.0); außerhalb der USA räumt das NIST das Recht ein, seine Technical-Series-Publikationen in allen Formaten neu zu veröffentlichen (Copyright-Hinweis des NIST). „Republished courtesy of the National Institute of Standards and Technology“; jedes Dokument nennt seine Zitierangabe. In Abschnitte aufgeteilt und in das GRCA-Format umgewandelt, der Wortlaut unverändert. Maßgeblich sind allein die vom NIST veröffentlichten Fassungen.