Security & Identification: Customer Pin Use Case Scenarios

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When a customer calls requesting billing information, service changes or password changes, it is critical that the customer be identified quickly and consistently to avoid fraud.  Because passwords are assigned by OlympusNet,  randomly generated and difficult to remember, they are a poor choices for general identification. To avoid this problem, customers are allowed to choose a Personal Identification Number (PIN) that can be later used to authorize account changes.

Use Cases
 

Use Case #1 "Customer Registers"
Primary Actors OlympusNet customer
Summary This Use Case describes how a web site visitor will interact with the application during the registration process. 
Pre-Conditions The  customer wants to choose a PIN number. In order to do this she needs to register. 
Description 1. Customer views registration form.
2. Customer enters OlympusNet account name.
3. Customer submits form.
4. Customer is told to check Olympus e-mail for "secret code".
Exceptions 2a. Customer does not have to e-mail because of password/system problems. 
  2a1. Customer cannot select a PIN number at this time.
2b. Customer does not have an email account with Olympus
  2b1. Customer cannot use this registration tool.
 

 
Use Case #2 "Customer Accesses PIN Selector"
Primary Actors Olympus Customer
Summary This use case describes how a user accesses the PIN Selector after she has registered. 
Pre-Conditions The customer has registered (correctly) using her e-mail address. 
Description 1. Customer retrieves secret code from e-mail message.
2. Customer enters secret code in access form.
4. Customer is granted PIN selector access.
Exceptions 4a. Secret code has expired.
  4a1. Customer is asked to register again. 

 
 
 
Use Case #3 "Customer Selects and Registers a PIN"
Primary Actors Olympus Customer
Summary This use case describes how the customer selects a PIN
Pre-Conditions The customer has registered and been granted access to the PIN selector.
Description 1) Customer enters the four digit PIN desired
2) Customer submits form
3) Customer receives confirmation message that PIN is now official.
Exceptions

 
 
 
Use Case #4 "Customer Requests Service or Account Change Requiring PIN Authorization "
Primary Actors Customer, OlympusNet Representative
Summary This case describes how a customer would request a service from Olympus and be identified by OlympusNet as authorized to make the request.
Pre-Conditions Customer has registered a PIN successfully
Description 1) Customer contacts OlympusNet by phone, fax or email and makes a request, and provides PIN at the time the request is made.
2) OlympusNet Representative looks up customer PIN in database for verification.
3) OlympusNet Rep fulfills  customer request with great courtesy and efficiency
Exceptions 2a) PIN provided by customer does not match PIN in database.
  2a1) Customer request is denied.

 
 
 
Use Case #5 "OlympusNet Representative Verifies Customer PIN "
Primary Actors OlympusNet representative
Summary The case decries how an OlympusNet employee verifies a customer PIN
Pre-Conditions 1) The customer has registered a PIN
2) The OlympusNet Representative has access to the PIN database
Description 1) OlympusNet Representative logs into PIN database
2) Enters Customer account name and PIN into verification form and submits.
3) Results screen states PIN is either correct, incorrect or nonexistent.
Exceptions