Page Comparison

S. No.

Customer Experience Checklist and Customer Experience Considerations

Participant

Implementation Requirements

 1

CX consideration:

ASPSPs must display the AISPs trading name/brand name (i.e. the Client Name in the software statement) to the user/customer during authentication screens and on any Access Dashboards. They do not need to display the registered company name of the AISP even if it is different.

If there is an Agent acting on behalf of the AISP, ASPSPs must also, display the Agent company name (as captured in the ‘On behalf of’ field of the software statement) to the user/customer. (Please note that ASPSPs can only show the Agency/On Behalf field in cases where this information has been provided by AISPs).

CX consideration:

ASPSPs should offer a functionality (e.g. search, sort, filter) to enable a user/customer to search for the relevant access. This will be of particular benefit as the number of consents given by a user/customer to AISP increases

ASPSPs SHOULD prioritize information that is important to user/customers. This MAY include using tabs (e.g. active, pending, archived), or presenting key details up front, such as when consent was granted.

 ASPSP

Required

2

ASPSPs must describe the data being accessed using the structure and language recommended by BOBF.

 ASPSPs should present the data at a Data Cluster level and allow the user/customer to expand the level of detail to show each Data Permission.

 The Access Dashboard should also describe:

• The status of the access e.g. Active/Inactive.

• When the AISP’s access to the account(s) will expire, if available.

• The date the authorisation was granted.

• And may include the date of last access.

ASPSPs must make available on all digital channels an access dashboard which allows user/customers to view access which has been previously granted and it must be easy and intuitive for user/customers to find and use.

CX consideration:

ASPSPs should make the status of AISP access clear by the use of emboldened words. The ASPSP should also make it clear, which party provided the AISP access, in the case of joint/ multiple account holders 

ASPSP

Required

3

The access dashboard must allow a user/customer to view or cancel the access they have given consent to. These functions “cancel access” and “back” should be given equal prominence

ASPSP

Required

4

ASPSPs must advise user/customers that they should contact the associated AISP to inform them of the cancellation of access and/or understand the consequences of doing so before the user/customer confirms the revocation of access

ASPSP

Required

5

ASPSPs should inform the user/customer via their own channels (for example via SMS or via a notification on their mobile phone) that AISP will no longer have access to their account

ASPSP

 Required