1.3.3 Customer Experience

It is essential that these guidelines provide organizations with the ability to create modern, streamlined, and responsive customer experiences. To do this, the guidelines allow organizations to factor in the capabilities and expectations of users when making decisions and trade-offs in the risk management process. Organizations that implement these guidelines must understand their user populations, capabilities, and limitations as part of setting an effective digital identity risk management strategy.

There have been several major additions to these guidelines to ensure responsive and effective customer experiences. In addition to adding new technologies to each of the volumes, as applicable, this volume introduces two key concepts:

These two concepts are discussed in detail in Sec. 3 of this document.

As a part of improving customer experience, these guidelines also emphasize the need to provide options for users to “meet the customer where they are.” When coupled with a continuous improvement strategy and customer-centered design, this can help identify the opportunities, processes, business partners, and multi-channel identity proofing and service delivery methods that best support the needs of the populations that an organization serves.

Additionally, usability refers to the extent to which a system, product, or service can be used to achieve goals with effectiveness, efficiency, and satisfaction in a specified context of use. Usability supports the major objectives of customer experience, service delivery, and security, and requires an understanding of the people who interact with a digital identity system or process, as well as their unique capabilities and context of use.

Readers of this guideline should take a holistic approach to considering the interactions that each user will engage in throughout the process of enrolling in and authenticating to a service. Throughout the design and development of a digital identity system or process, it is important to conduct usability evaluations with representative users and perform realistic scenarios and tasks in appropriate contexts of use. Additionally, following usability guidelines and considerations can help organizations meet their customer experience goals. Digital identity management processes should be designed and implemented so that it is easy for users to do the right thing, hard to do the wrong thing, and easy to recover when the wrong thing happens.

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1. Ħarsa ġenerali

1.1 Referenzi

1.2 Rekwiżiti identifikati

1.3 Regolamenti relatati

2. Rekwiżiti identifikati

3. Regolamenti relatati

• 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.

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