Hi Sarah,

In response to your comments and questions regarding the requestor’s user experience with RDRS outcomes, specifically in regards to the requestor’s understanding of the denial reasons provided, I’ve drafted a document (see attached) with screenshots to show the following:

Registrar’s view in the Naming Services portal RDRS persona when logging a response to the request, specifically when only partial information will be provided ( and the all data is publicly available box is not checked). I’ve also included the full list of denial options that are available to the registrar.
The email the requestor receives from the RDRS system after the registrar concludes its review and logs a response in the RDRS system.
Requestor’s view in the RDRS system once the registrar has logged its denial response(s) to the request. This include a screenshot of the “History” section where the registrar’s denial reasons and denial explanations are viewed by the requestor.
Requestor’s view of the full details of the request in the RDRS system once they have clicked on the “Show Full Details” button (shown in item 3 of the attached document).

Thanks

Lisa Carter

Sr. Program Manager, Strategic Initiatives

ICANN

signature_2543663240

From: Lisa Carter <lisa.carter@icann.org>
Date: Wednesday, March 13, 2024 at 7:29 AM
To: Sarah Wyld <swyld@tucows.com>, "gnso-rdrs-sc@icann.org" <gnso-rdrs-sc@icann.org>
Subject: Re: [Gnso-rdrs-sc] Follow-up on 11 March Standing Committee for System Enhancements

Hi Sarah,

Thanks. These are all good comments/questions you pose regarding denial reasons and definitely something we can/should discuss on our next system enhancements call. I will be chatting with our technical team about the functionality question so we can provide the screenshots (and some explanation of system behavior) as we discussed on our call Monday.

Thanks

Lisa Carter

Sr. Program Manager, Strategic Initiatives

ICANN

From: Gnso-rdrs-sc <gnso-rdrs-sc-bounces@icann.org> on behalf of Sarah Wyld <swyld@tucows.com>
Organization: Tucows
Date: Wednesday, March 13, 2024 at 5:59 AM
To: "gnso-rdrs-sc@icann.org" <gnso-rdrs-sc@icann.org>
Subject: Re: [Gnso-rdrs-sc] Follow-up on 11 March Standing Committee for System Enhancements

Thanks Lisa!

As discussed at the meeting, I understand that requestors are not always clear on the outcomes for their requests, it sounds like the denial reasons are not always readily evident. This seems like a significant barrier to a positive user experience, and I think that registrars would be open to improvements re indicating the outcome to the requestors, but we all need more info first.

Here are the questions that arise for me:

If a registrar selects 'denied' and then selects a reason from the menu, what is shown to the requestor?

How is it shown, does the requestor get an email or must they look at it in the RDRS interface?

How does the RDRS functionality for indicating outcomes compare to what requestors expect?

Should any difference be addressed by modifying what the registrar does in RDRS, or by educating the requestor on RDRS functionality?

I know there is an optional box for further explanation, but I would generally expect that the provided menu of options should be enough info, do we need to revisit those and consider enhancements?

Thanks,

Sarah Wyld, CIPP/E

Policy & Privacy Manager
Pronouns: she/they

swyld@tucows.com

On 2024-03-11 6:15 p.m., Lisa Carter wrote:

Hi All,

As promised, here is the list of enhancements I reviewed on our call today. I’m hoping to get back to you toward the end of the week with details on timing for implementation for the items below.

System Enhancements for RDRS Requestors discussed on 11 March:
Improved error messaging to address concerns surfaced at the EURALO roundtable (e.g. ccTLDs, non-participating registrars, unsupported TLDs)
Language added to system interface to indicate which TLDs are not supported in RDRS (e.g. ccTLDs, mil, .int, .arpa, .gov, .edu)
The “Help” link on the RDRS requestor home page will be anchored to the “RDRS Resources” section of the RDRS page of icann.org for better user experience
RDRS FAQs for Requestors will be updated to include additional explanations on unsupported TLDs (e.g. .mil, .int, .arpa, .gov, .edu)

Thanks

Lisa Carter
Sr. Program Manager, Strategic Initiatives
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