Self-Service Flows & Experiences
Understanding Audience Flows in MyPass
Custom Self-Service Experiences for Every User Group - MyPass allows organisations to deliver the right self-service password experience to the right people - without forcing the entire company to follow the same rigid process. This is made possible through Audience Flows: fully customisable journeys that change based on who the user is, how sensitive their account is, and what your security policy requires.
How an Audience Flow Is Built - Three Simple Building Blocks
Every Audience Flow combines three components:
| Component | What it does | Examples |
|---|---|---|
| Target Audience | Active Directory (or Azure AD) security groups that determine who sees this flow | HR Staff, IT Administrators, Contractors, Students, Call Centre Agents, Mine Site Workers |
| Authentication Rules | Which methods the user must successfully complete before they reach the action/outcome | Microsoft Auth (any TOTP app), Duo Authenticator, SMS OTP, Security Questions |
| Flow Outcome | The actual result once authentication succeeds | Enroll / Reset Password / Change Password / Unlock Account |
Because these components are completely independent, you can create anything from a one-step “easy” flow to a high-security multi-factor journey.
Serial vs Parallel
MyPass Cloud lets you choose between Serial (step-by-step, high-security) and Parallel (any one method succeeds, high-speed) verification flows — or combine both in a single policy. This flexibility ensures the right balance of security and convenience for every situation, from routine agent self-service to high-value customer transactions.
Enrollment flow example using these three building blocks
The Enrollment Flow is the secure, one-time process that builds a trusted identity profile. Users prove who they are, register multiple verification methods (phone, app, biometrics, questions), and optionally bind devices. Once complete, the profile powers ticketless self-service resets forever.
Login Problem flow example using these three building blocks
When an agent or customer is locked out or forgets a password, the Login Problem Flow instantly verifies identity using their enrolled methods, then resets or unlocks accounts and synchronises credentials across all systems — typically in under 60 seconds with zero helpdesk involvement and full audit trail.
Flows for different sections of Industry
Different industries need different risk/speed profiles. MyPass Cloud’s configurable flows adapt perfectly: parallel-first for fast-paced call centres, strict serial with approvals for finance and healthcare, biometric-friendly parallel for retail, and heavily logged serial for government — all managed from one platform.
Low-Friction Flow (Typical Office / HR / Students)
High-Security Flow (IT Admins / Finance)
Call Centre / Retail / High-Turnover Staff
Mining / Remote Sites (No reliable mobile signal)
Why audience flows matter - Real-World benefits
| Industry / Use Case | Common Challenge | How Audience Flows Solve It |
|---|---|---|
| Education | Students forget passwords daily | Simple TOTP-only flow → instant reset without helpdesk calls |
| Call Centres / Retail | 1000+ seasonal staff, high turnover | Helpdesk 4-digit PIN track → new hires enrolled in < 60 seconds |
| Mining / Manufacturing | Poor mobile coverage underground/on site | Security questions + password only — no reliance on SMS or push notifications |
| Corporate HQ | HR & regular staff need simplicity | One-factor TOTP flow |
| Privileged Accounts | Admins hold the keys to the kingdom | Require any 2 or 3 methods — dramatically reduces risk of compromise |
Key Advantages for Your Organisation
- One portal, many experiences — no need for separate tools or URLs
- Full control from your existing AD security groups
- Balance security and usability — strict for admins, frictionless for everyone else
- Reduce helpdesk tickets by giving the right people the right amount of self-service power
- Future-proof — add new groups or change authentication rules in minutes without touching code
MyPass Audience Flows let you treat privileged accounts like privileged accounts and everyday users like human beings — all from the same modern, secure self-service platform.
Ready to design your own Audience Flows? Contact your MyPass implementation team or support portal to get started.