Control proposition
This proposed protocol maps where legitimate customers cannot complete an approved verification path while preserving account controls. It reports no friction rate or accessibility outcome.
Proposed protocol
Have identity and security owners define approved paths, prohibited disclosures, retry limits, lock conditions, and fallback authorities before case collection.
Sample attempts by path and outcome, including completion, abandonment, timeout, lock, fallback request, and owner exception. Preserve each path denominator and declare attack-traffic exclusions.
Build an event sequence from prompts, customer responses, system outcomes, elapsed intervals, channel changes, and accessibility requests. Do not copy secret answers or identity documents into the extract.
Code friction as instruction comprehension, unavailable factor, delivery failure, inaccessible interaction, data mismatch, rate limit, agent routing, or unresolved system state.
Test alternatives with accessibility and security owners. The question is whether an alternative reaches the approved assurance boundary, not whether controls can be relaxed.
brief counts by path with missing events and privacy redactions. Owners choose wording, interface, channel, or fallback changes; repeat the protocol and watch lockouts as a guardrail.
Protocol interpretation
The following statements explain what the proposed controls are designed to preserve. They are not measured outcomes.
Different friction locations require different owners.
Fallbacks require an approved assurance boundary.
The extract should minimize identity data.
Accessibility barriers remain a distinct analysis group.
Convenience cannot justify premature disclosure.
Conclusions require denominators and guardrail outcomes.
Sources
- Privacy Framework; National Institute of Standards and Technology
- Digital Identity Guidelines; National Institute of Standards and Technology
- Incident Response Plan Basics; Cybersecurity and Infrastructure Security Agency
- Data Security; Federal Trade Commission
- Effective Communication; U.S. Department of Justice
- Federal Plain Language Guidelines; PlainLanguage.gov
- Records Management Policy and Guidance; National Archives and Records Administration
- Consumer Complaint Database; Consumer Financial Protection Bureau
- Limited English Proficiency; U.S. Department of Justice
- Cybersecurity Framework; National Institute of Standards and Technology
Apply the brief to one real workflow
Use the cited guidance to clarify an input, boundary, review point, or escalation path before expanding the role.
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