Verifying a customer

Overview

If the customer hasn’t previously chosen to be remembered, their identity must be verified each time their linked cards are displayed. Best practice is to use a One Time Passcode (OTP).

THE SCREEN CONSISTS OF THESE ELEMENTS:

  1. Intro text Tells the customer that Click to Pay has found their linked cards. 
  2. OTP input Allows the customer to enter the code so that they can access their linked cards.
  3. Skip verification Allows the customer to skip the verification process on subsequent visits.
  4. Horizontal mark Creates trust by associating the Click to Pay icon and SRC System operating images with the verification process.
  5. Switch ID Gives the customer an option to access a different set of linked cards.

Why is this important

This ensures that only the customer can access their cards. This provides an extra layer of security and increased customer confidence in Click to Pay.

Related CX demo:

REQUIRED

1 Intro text

Communicates to the customer that they have been recognised and have linked cards available.

CX GUIDELINES:

  • Display header text: “Click to Pay has found your linked cards”.
  • Display body text: “To access your cards, enter the code
sent to [masked mobile number or masked email]”.

REQUIRED

2 OTP input

Allows the customer to enter the code once it has been received.

CX GUIDELINES:

  • Place the OTP input field(s) immediately after the intro text.
  • Provide option to send a new code to either mobile number or email.
  • Error handling details can be found in the SRC Specifications located at www.emvco.com.

REQUIRED

3 Skip verification

Gives customers the ability to skip identity verification the next time they use Click to Pay at this merchant. The next time they shop here using the same device/browser, their linked cards will be displayed without their identity having to be verified.

CX GUIDELINES:

  • Position checkbox and text above the CTA.
  • Provide additional information using the text provided by the SRC System which sent the OTP in order to communicate to the customer what they are opting into.
  • Display merchant name if recognition is performed at merchant level.

Default state:

Skip verification next time

Select to be remembered on your device and browser at participating stores for faster checkout. Not recommended for shared devices.

Expanded state:

Skip verification next time

Select to be remembered on your device and browser at participating stores for faster checkout. Not recommended for shared devices.

REQUIRED

4 Horizontal mark

Consists of the Click to Pay icon and the SRC System operating images.

CX GUIDELINES:

  • Use the Click to Pay icon and SRC System operating images provided by the SRC System.
  • Display directly below the CTA.

REQUIRED

5 Switch ID

Allows the customer to access a different set of cards linked to another identifier (e.g. personal vs business).

CX GUIDELINES:

  • Display the text “To access a different set of linked cards” below the horizontal mark.
  • Display “Switch ID” as a clickable hyperlink so the customer can access a different set of cards.
    • “Switch ID” should be underlined to indicate it is a hyperlink, using a high
 contrast colour.

BEST PRACTICE

Technical bits

The following method is called once the customer has entered the OTP:

  • completeIdentityValidation()

Once the completeIdentityValidation() response is received, call:

  • getSrcProfile()

If the SRC System(s) have not already prepared their responses for the getSrcProfile() method, then a load screen may be needed here.

Once the getSrcProfile() response(s) have been received, display the Card Tray.