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In order to explicitly define customer journey and experience, the CBB has drafted the Customer Experience Guidelines in consultation with the industry. The Guidelines form a part of the Open Banking Implementation Requirements, and set out the customer experience required to deliver a successful Open Banking ecosystem, alongside technical, performance, non-functional requirements and dispute resolution practices. The Guidelines must be read in conjunction with the existing regulations in Bahrain.

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3. Customer Experience Principles

The CBB has laid emphasis on a number of design and experience principles while developing the Guidelines. This section lays out certain standards that form the foundation to customer experience in Open Banking Implementation.  

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The principles of control, speed and security combine to create a trusted environment for the customer. AISPs, PISPs and ASPSPs should consider and promote values of trust through every part of their Open Banking customer journeys, to foster understanding, acceptance and adoption of new innovative products and services.

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4. The Open Banking Customer Journey

At the core of all Open Banking customer journeys is the mechanism by which the customer gives consent to an AISP/PISP to access account information held at their ASPSPs or to initiate payments from their ASPSP account.

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