1. Version Control 

2. Introduction

The Customer Experience 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 and dispute resolution practices.

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The Customer Experience Guidelines have been designed in consultation with the industry to facilitate standardized sharing of data mandated by the Open Banking Rulebook published by the Central Bank of Bahrain (CBB) in a simple and secure manner. 

3. Customer Experience Principles

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.

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. The user journey begins with the pre-consent flow, in which the customer chooses the product/service they would like to avail of. Subsequently, the consent request is initiated in the AISP/PISP domain and the user is directed to the domain of the user’s ASPSPs for authentication and authorisation. The ASPSP then responds to the AISP’s account information or PISP’s payment initiation request and redirects the customer back to the AISP/PISP for confirmation and completion of the journey.

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