CUSTOMER EXPERIENCE GUIDELINES

Customers will only use open banking services if the experience matches their expectations for ease of use, security and control. These guidelines address customer flows within open banking enabled apps, balancing regulatory requirements and consumer insights to optimise the experience.

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This is the latest version Published 5 months ago 28 Jun 2024

It is important that the interplay between the TPP and the ASPSP is seamless, providing customer control in a secure environment. In particular customers should be clear about the permissions they are providing, and the service they will receive.

These guidelines address the customer journey: the screens through which the customer progresses from a TPP app, to authentication in the ASPSP domain, and completion back in the TPP domain.

These guidelines are intended for Open Banking Participants (ASPSPs, AISPs, PISPs and CBPIIs) and competent authorities with regulatory oversight of any Participant that adopts the Open Banking Standard. They should also be of use for Participants who build their own dedicated interfaces or adopt other market initiative standard.

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Customers will only use Open Banking services if they feel informed, secure and in control. These guidelines address the processes a customer follows within an Open Banking enabled app or web service. They balance regulatory requirements and customer insights to optimise consumer satisfaction.

Propositions

Overview The following proposition papers are based on the Open Banking Roadmap, published by Open Banking Limited (OBL), the Implementation Entity described in the CMA Order, of 23 Jul 2018. See https://www.openbanking.org.uk/wpcore/wp-content/uploads/Open-Banking-Revised-Roadmap-July-2018.pdf. These papers define the scope for the Open Banking Standard (which includes API Specifications, Customer Experience Guidelines, and Operational Guidelines), and have been approved at…

Authentication Methods

These authentication journeys define the open banking experience. They are designed to promote simplicity and security, with scope for adaptation to the specific propositions provided by individual TPPs.

Account Information

Account Information Service Providers (AISPs) can access account information from online payment accounts held at Account Service Payment Service Providers (ASPSPs), in order to provide account information services to a Payment Service User (PSU).

Payment Initiation

Describes how customers can initiate and manage payment orders in third party apps, authenticating with their core ASPSP, promoting optimal customer experience in the delivery of these services.

CBPIIs

These journeys support payment service providers (PSPs) that issue card based instruments linked to accounts held at one or more ASPSPs, and request availability of funds.

Dashboards

Consent and Access Dashboards were introduced to the Open Banking Standards to ensure customers can view and manage TPP consents and ASPSP access arrangements.

Customer Experience Checklist

An essential tool that enables Participants to certify against key criteria of the Customer Experience Guidelines, by answering specific questions used to demonstrate conformance to these guidelines.

Appendices

Supplementary material not essentially part of the Standard itself but helpful in expanding the recommendations, particularly for specialised applications.

Change Log

A summary list of changes from V3.1.11 to V4.0 Draft1. It indicates where changes have removed or added copy or functionality.

Disclaimer: The contents of the Customer Experience Guidelines (“CEGs”) and Customer Experience Guidelines Checklist (“CEG Checklist”) do not constitute legal advice. While the CEG and CEG Checklist have been drafted with regard to relevant regulatory provisions and best practice, they are not a complete list of the regulatory or legal obligations that apply to Participants. Although intended to be consistent with regulations and laws, in the event of any conflict with such regulations and laws, those regulations and laws will take priority. Participants are responsible for their own compliance with all regulations and laws that apply to them, including without limitation, PSRs, PSD2, GDPR, consumer protection laws and anti-money laundering regulations.

Insights