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.
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.
Get Started with the CEG 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. Learn more 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… Learn more
Get Started with the CEG 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. Learn more
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… Learn more
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. Learn more 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). Learn more 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. Learn more 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. Learn more 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. Learn more 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. Learn more Appendices Supplementary material not essentially part of the Standard itself but helpful in expanding the recommendations, particularly for specialised applications. Learn more Change Log A summary list of changes from V3.1.11 to V4.0. It indicates where changes have removed or added copy or functionality. Learn more
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. Learn more
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). Learn more
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. Learn more
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. Learn more
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. Learn more
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. Learn more
Appendices Supplementary material not essentially part of the Standard itself but helpful in expanding the recommendations, particularly for specialised applications. Learn more
Change Log A summary list of changes from V3.1.11 to V4.0. It indicates where changes have removed or added copy or functionality. Learn more
Insights Events OBL at Open Banking Expo – London 2024 Read more CMA CMA confirms full completion of Open Banking Roadmap, unlocking a new era of financial innovation Read more Events OBL at the Labour Party and Conservative Party conferences 2024 Read more Banking Satisfaction Survey The CMA publishes latest Banking Service Quality Indicators Read more Press Releases Open banking marks major milestone of 10 million users Read more
CMA CMA confirms full completion of Open Banking Roadmap, unlocking a new era of financial innovation Read more