S. No. | Customer Experience Checklist and Customer Experience Considerations | Participant | Implementation Requirements |
1 | Minimum Set of Parameters PISPs must either allow users/customers to specify the below minimum set of parameters or pre-populate them for the users/customers: Payment Amount and Currency (BHD for Bahrain implementations) Payee Account Name Payee Account Identification details (e.g. IBAN, PAN) Payment Reference - This is optional but it is good practice to be populated for a payment
| PISP | Required |
2 | User/Customer payment Account Selection PISPs must provide users/customers at least one of the following options (Please refer to the journeys defined in Single Domestic Payment for displaying the options): Enter their payment Account Identification details Select their Account Identification details (this assumes they have been saved previously and a user/customer is required to verify/authorize the account identification details in a PISP before storing it in PISP) Select their ASPSP in order to select their user/customer payment Account from there later on in the journey
| PISP | Required |
3 | Payment Execution Date PISPs must allow users/customers to select the payment execution date for the payment by the ASPSPs | PISP | Required |
4 | User/Customer Consent to PISP PISPs must request for the users'/customers' consent to the payment in a clear and specific manner. PISPs must display the following information in the consent screen: Payment Execution Date Payment Amount and Currency (BHD for Bahrain implementations) Payee Account Name Payment Reference, if it has been entered by users/customers or pre-populated by PISPs in S.No. 1 User/Customer payment Account Identification and/or the selected ASPSP (based on S.No. 2 options) Note 1: if user/customer payment Account identification is selected in S.No. 2, PISPs should mask the user/customer payment Account details on the consent screen. Otherwise, if the user/customer payment Account identification has been input by users/customers in S.No. 2, PISPs should not mask these details to allow users/customers to check and verify the correctness Note 2: if user/customer payment Account identification is provided by users/customers in S.No. 2, PISPs may use this to identify and display the ASPSP without having to ask users/customers
For Payee Account Identification details (e.g. IBAN, PAN): If this has been provided by users/customers in S.No. 1, then PISPs must also display this in the consent screen to allow users/customers to check and verify correctness If this has been pre-populated by PISPs (e.g. in a E-commerce payment scenario) PISPs may choose whether to display this information or not PISPs must provide messaging to inform users/customers that they will be taken to their ASPSPs to complete the payment. Example wording: "You will be securely transferred to your ASPSP to authenticate and make the payment"
CX consideration: | PISP | Required |
5 | CX consideration: SCA-Strong Customer Authentication SCA must be the only action required at the ASPSPs (unless supplementary information required)
The ASPSP authentication must have no more than the number of steps that the users/customer would experience when directly accessing the ASPSP channel | ASPSPASPSP | RequiredRequired |
6 | Additional Supplementary Information ASPSPs must display as minimum the Payment Amount, Currency and the Payee Account Name, payment execution date, payment reference (if it has been entered by users/customers or prepopulated by PISPs in S.No. 1) to make the user/customer aware of these details. ASPSPs may display any additional supplementary information about the difference in actual execution date CX consideration: ASPSPs should allow users/customers to review the information described above. The user/customer can either proceed with the payment or cancel it, on the same screen using options with “equal prominence” ASPSPs should inform users/customers about their “point of no return” for making the payment and that their payment will be made after pressing the proceed button. Example wording: "Press proceed to make payment” Generic PISP to ASPSP redirection screen and message
| ASPSP | Required |
7 | PISP Confirmation PISPs must display the information received from the ASPSP. This information may include: If received from ASPSPs, PISPs must display the information received from the ASPSP. This information may include: The expected payment execution date & time The expected settlement date & time (i.e. the value date of the payment) The ASPSP charges (where applicable)
In case of payment cancellation,
If received by ASPSP, PISPs must update the user/customer with the reason for payment cancellation. The payment cancellation might be due to technical or non-technical scenarios. The messaging format for technical scenarios may be simplified to make it easy for users/customers to understand. Non-technical reasons such as fund availability, incorrect payee information, etc. may be detailed out. | PISP | Required |
8 | Further Payment Status Update PISPs must follow up with ASPSPs in order to check and update the users/customers with the most updated information that can be received by ASPSPs in relation to the execution of the payment. | PISP | Required |