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This section lays out several design and experience principles that form the foundation for customer experience in Open Banking Implementation. The Open Banking customer experience should ensure informed decision making while remaining understandable, intuitive and effective for the user/customer.
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3.1. Ownership and Control
For Open Banking, sense of ownership can be achieved by providing appropriate information at the right time to the customer (e.g. knowing the account balance at the point of payment, providing the option to proceed with or to exit the process, or knowing that they can view and revoke consents given when they feel it is appropriate to do so). AISPs, PISPs and ASPSPs should consider how they provide this sense of ownership and control throughout the customer engagement journey, enabling the customers to feel that this is a process that they have chosen and are in charge of.
3.2. Speed and Clarity
Speed should be appropriate to the customer and the journey they are undertaking. Managing and optimising each interaction with speed, clarity and efficiency, but without sacrificing the principles of security and ownership, is of utmost importance to ensure adoption. AISPs, PISPs and ASPSPs need to ensure that customer journeys remain flexible enough to support different customer contexts, expectations and situations and, critically, avoid any unnecessary friction in the completion of any journey.
3.3. Security
AISPs, PISPs and ASPSPs should make sure essential security measures are in place throughout the user journey. In addition to personal data, transactional (data) security is the critical factor to ensure the adoption of Open Banking services.
3.4. Transparency and Trust
It is critical to establish and reinforce trustworthiness throughout the customer journey. The principles of ownership, speed and clarity, and security combine to create a transparent and 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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