9.2 Pre-Enrollment Preparation

This section describes an effective approach to facilitate sufficient pre-enrollment preparation so users can avoid challenging, frustrating enrollment sessions. Ensuring users are as prepared as possible for their enrollment sessions is critical to the overall success and usability of the enrollment and identity proofing process.

Such preparation is only possible if users receive the necessary information (e.g., required documentation) in a usable format in an appropriate timeframe. This includes making users aware of exactly what identity evidence will be required. Users do not need to know anything about IALs or whether the identity evidence required is scored as “fair,” “strong,” or “superior,” whereas organizations need to know what IAL is required for access to a particular system. To ensure users are equipped to make informed decisions about whether to proceed with the enrollment process, and what will be needed for their session, provide users:

• Information about the entire process, such as what to expect in each step o Clear explanations of the expected timeframes to allow users to plan accordingly.
• Explanation of the need for — and benefits of — identity proofing to allow users to understand the value proposition.
• Information on the monetary amount and acceptable forms of payment, and if there is an enrollment fee. Offering a larger variety of acceptable forms of payment allows users to choose their preferred payment operation.
• Information on whether the user’s enrollment session will be in-person or in-person over remote channels, and whether a user can choose. Only provide information relevant to the allowable session option(s). o Information on the location(s), whether a user can choose their preferred location, and necessary logistical information for in-person or in-person over remote channels session. Note that users may be reluctant to bring identity evidence to certain public places (bank versus supermarket), as they perceive that it increases exposure to loss or theft. o Information on the technical requirements (e.g., requirements for internet access) for remote sessions. o An option to set an appointment for in-person or in-person over remote channels identity proofing sessions to minimize wait times. If walk-ins are allowed, make it clear to users that their wait times may be greater without an appointment.  Provide clear instructions for setting up an enrollment session appointment, reminders, and how to reschedule existing appointments.  Offer appointment reminders and allow users to specify their preferred appointment reminder format(s) (e.g., postal mail, voicemail, email, text message). Users need information such as date, time, location, and a description of required identity evidence.
• Information on the allowed and required identity evidence and attributes, whether each piece is voluntary or mandatory, and the consequences for not providing the complete set of identity evidence. Users need to know the specific combinations of identity evidence, including requirements specific to a piece of identity evidence (e.g., a raised seal on a birth certificate). This is especially important due to potential difficulties procuring the necessary identity evidence. o Where possible, implement tools to make it easier to obtain the necessary identity evidence. o Inform users of any special requirements for minors and people with unique needs. For example, provide users with the information necessary to use trusted referees, such as a notary, legal guardian, or some other form of certified individual that can legally vouch for or act on behalf of the individual (see Section 5.3.4 ). o If forms are required:  Provide fillable forms before and at the enrollment session. Do not require users to have access to a printer.  Minimize the amount of information users must enter on a form, as users are easily frustrated and more error-prone with longer forms. Where possible, pre-populate forms.

`9.2` Pre-Enrollment Preparation

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