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This section describes how each of the Participants (PISPs and ASPSPs) involved in the delivery of these services can optimise the customer experience for these services. Furthermore, it provides clarifications to participants on the usage of the APIs, and best practice guidelines for implementation of the customer journeys.
End to End User flow:
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2.
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Customer Experience Guidelines
2.1 Single Domestic Payments – A/C Selection @PISP
2.1.1
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Customer Experience Journey
User/Customers can initiate, by providing their consent to PISPs, an instruction to their ASPSPs (Banks) to make a onetime payment for a specific amount to a specific payee where all information for a complete payment order (including the User/Customers’ account details) is passed from PISPs to ASPSPs (Banks). Once User/Customers have been authenticated in ASPSPs (Banks) domain, User/Customers must be directed back to the PISP domain.
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2.2 Single Domestic Payments – A/C Selection @ASPSP
2.2.1
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Customer Experience Journey
There may be cases where the payment order submitted by PISPs to ASPSPs (Banks) is incomplete, such as where User/Customer account selection has not yet occurred. In these scenarios, Open banking guideline considers that SCA only needs to be obtained once, as part of the initial interaction between the ASPSP (Bank) and User/Customer. The fact that the User/Customer has to then carry out account selection or provide other information does not invalidate the SCA just performed by the ASPSP.
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2.3 Single Domestic Payments – A/C Selection @PISP (Supplementary Information)
2.3.1
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Customer Experience Journey
In some scenarios, an additional step in ASPSPs’ (Banks’) journeys may be required to display supplementary information to User/Customers. ASPSPs (Banks) should determine the situations where this supplementary information is required, having regard to the principle that parity should be maintained between Open Banking journeys and ASPSPs’ (Banks’) online channel journeys, such that if supplementary information is not provided within the ASPSPs’ (Banks’) online channels directly to User/Customers, then it must not be provided during an Open Banking PIS journey. ASPSPs (Banks) should also ensure that this information does not constitute an obstacle or additional check on the consent provided by the User/Customer to the PISP.
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