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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.

The implementation of these Guidelines is not mandated by the API Centre and as a result, an API Provider’s customer experience may differ from this document.

The API Centre’s Account Information and Payments Initiation API Standards set out the base interactions and flows between the Customer, the Third Party, and the API Provider.

These guidelines;

• 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.

Customers will only use products and services if their experience matches or betters their expectations, and information is presented in an intuitive manner that allows them to make informed decisions.

It is therefore important that the interplay between the Third Party and the API Provider is as seamless as possible while providing Customer control in a secure environment. It is essential that Customers are clearly informed about the consent they are providing and the service they are receiving.

The intended audience for these Guidelines is API Standards Users (API Providers and Third Parties).

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The API Centre does not make any express or implied warranty, guarantee or representation regarding the Guidelines, including, without limitation, warranties that the Guidelines are fit for the purposes required by the API Standards Users, Customers or Permitted Users, that compliance with the Guidelines assures compliance with the API Centre Terms, or will ensure that any party might meet the standard of care required of them at law, or that any of the assumptions underlying the Guidance are accurate.

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.s