Customer Experience Guidelines

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Published 2 years ago 04 Apr 2022

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.

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It is important that the interplay between the TPP and the ASPSP is as seamless as is possible while providing customer control in a secure environment. In particular, it is essential that customers are clearly informed about the consent they are providing and the service they are receiving.

These Guidelines address the “Customer Journey”, that is, the process that the customer follows from within a TPP’s online app or browser, through to authentication within the ASPSP domain, and completion in the TPP domain.

The intended audience for these Guidelines is 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 interface or adopt any other market initiative standard.

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Using the Customer Experience Guidelines

ASPSPs should be familiar with their own role and that of other participants across all these proposition types. TPPs (AISPs, PISPs and CBPIIs) will naturally focus on the proposition types that are relevant to their business model.

Customer Journey

A critical component of the customer journey is the way in which customers share their data, granting, managing and revoking their consent with the Third Party Provider (TPP) and revoking access at ASPSP specifically in relation to the provision of their payment service.

Customer Experience Principles

OBIE has employed a number of design and experience principles to create the CEG. This section lays out the principles of informed decision making, providing customers with well-designed experiences (using the principles of control, speed, transparency, security and trust) ). It also includes information that should be considered in order to support protection of vulnerable customers.

Customer Communication

The principles, frameworks and techniques described in this section are designed to improve comprehension, time to comprehension and propensity to share data.

Improving Comprehension

Techniques that have been demonstrated to aid comprehension of financial propositions, key content and important information.

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.