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2.2.2 Customer Experience Checklist and Customer Experience Considerations
5
S. No. | Requirements and Considerations | Participant | Implementation Requirements |
1 | Minimum Set of Parameters PISPs must either allow User/Customers to specify the below minimum set of parameters or pre-populate them for the User/Customers:
|
PISP |
Required |
2 | User/Customer payment ASPSP Selection PISPs must provide User/Customers the following options:
|
PISP |
Required |
3 | User/Customer Consent to PISP PISPs must request for the User/Customers' consent to the payment initiation in a clear and specific manner. PISPs must display the following information in the consent screen:
For Payee Account Identification details (e.g. IBAN, PAN):
|
PISP |
Required |
4 | CX consideration:
SCA-Strong Customer Authentication ASPSPs must apply SCA, unless an exemption applies The ASPSP authentication must have no more than the number of steps that the User/Customer would experience when directly accessing the ASPSP channel |
ASPSP |
Required |
5 | User/Customer payment Account Selection ASPSPs must allow User/Customers to select the payment account to complete the payment order for execution Once the User/Customer has selected their account, the ASPSPs must display the following information to the User/Customer:
ASPSPs must allow User/Customers to review as a part of the authentication process the information described above in #5. The User/Customer can either proceed with the payment or cancel it, on the same screen, using options with "equal prominence" CX consideration:
|
ASPSP |
Required
|
6 | PISP Confirmation PISPs must display the information received from the ASPSP. This information may include:
If received from ASPSP, PISPs must display the following additional information:
In case of payment cancellation, PISP may update the User/Customer with reason for payment cancellation. The payment cancellation might be due to technical or non-technical scenarios. The messaging format for technical scenario may be simplified to make it easy for User/Customer to understand. Non-technical reasons such as fund availability, incorrect payee information, etc. may be detailed out. CX consideration:
| PISP
| Required
|
7 | Further Payment Status Update PISPs must follow up with ASPSPs in order to check and update the User/Customers with the most updated information that can be received by ASPSPs in relation to the execution of the payment | PISP | Required |
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