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Contents
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1.1 Summary and background
The Customer Experience Guidelines (“Guidelines”) have been designed to facilitate widespread use of API Standards enabled products and services in a simple, secure, and Customer friendly manner.
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The API Centre’s Account Information and Payments Initiation API Standards set out the base interactions and flows flow between the Customer, the Third Party, and the API Provider.
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bring together Customer facing user experience and journey across both Third Party and API Provider when they use the API Standards.
address the “Customer journey” that is the process that the Customer follows starting within a Third Party online app or browser, through to authentication within the API Provider domain, and completion in the Third Party domain.
provide examples of what a good Customer experience and Customer journey looks like when the Customer interacts with services that are based on the API Standards.
and provide a starting point for API Standards Users to develop their own propositions.
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Illustrative guide: The Guidelines provide illustrative examples, and there is no requirement on API Standards Users to comply with these Guidelines. The Guidelines help provide a starting point for API Standards Users to develop their own propositions and implementations may differ in practice.
Illustrative but not exhaustive: These Guidelines provide the main scenarios that the v2.1 API Standard supports. There are other scenarios, flows or variants that are supported by the v2.1 API Standard that are not illustrated in these Guidelines.
Iterative guidance: The Guidelines will evolve, and iterations will be frequently released, based on additional functionality, ongoing feedback received, and changing Customer expectations.
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The Guidelines cover the Customer journey, interaction and hand off separately. The Guidelines include suggested steps that the Customer should navigate, including in relation to consent. The Guidelines refer to consent and authentication. The steps which that API Standards Users are required to take in relation to consent and authentication are set out in clause 7 of the API Terms. In these Guidelines:
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These are intended to be platform agnostic, to place focus on only the key elements (e.g., messages, fields, checkboxes) and the steps that the Customer should navigate.
In all cases, they are constructed around the primary API Standard Customer journey, which is illustrated below.
At the core of each API Standard, the Customer journey is the mechanism by which the Customer gives consent to a Third Party to access account information held at their API Provider or to initiate payments from their API Provider account.
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then, once authentication is complete, the API Provider will be able to respond to the Third Party’s account information or payment initiation request and redirect the Customer back to the Third Party for confirmation and completion of the journey (step 3 below).p
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1.7 Acknowledgements
These Guidelines have been developed from the UK Open Banking Implementation Entity’s Customer Experience Guidelines (https://standards.openbanking.org.uk/customer-experience-guidelines/introduction/section-a/latest/) and their associated research.
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