2.0 Acknowledgements

The Customer Trust Framework and Principles have been developed from notable international customer developments and feedback received from the API Centre’s Standards Users and Community Contributors.

• U.K.’s Open Banking Implementation Entity

  • Continues to iterate their Customer Experience Guidelines.  Latest iteration published April 2022.  These Guidelines form a part of their open banking standards, and meeting the minimum checklist is a regulatory requirement. 

  • Extensive resources include: Customer Experience Guidelines;  Customer journey; Customer experience principles; customer communication; improving comprehension;  dashboards; etc

• W3C web content accessibility guidelines international standard (WCAG)

  • Publishes standards/guidelines focusing on making digital content more accessible to a wider range of people with disabilities, including accommodations for blindness and low vision, deafness and hearing loss, limited movement, speech disabilities, photosensitivity, and combinations of these, and some accommodation for learning disabilities and cognitive limitations.  The guidelines address accessibility of web content on desktops, laptops, tablets, and mobile devices. 

  • WCAG 2.2 https://www.w3.org/TR/WCAG22/

  • New WCAG v3.0 published Dec 2021 https://www.w3.org/TR/wcag-3.0/

  • Includes Accessibility Principles

Australian CDR

• May 22 (v1.16) & June 22 (v1.17) updates made to Australian CDR Customer Experience Standards & Guidelines

• April 2022: Consumer Policy Research Centre published its “My data, my choices” report focusing on consumer consent & CDR.  It focuses on consumer consent for the collection, use, and disclosure of CDR data and opportunities for ‘doing consent well’. 

• July 2022: The Australian CDR data standards body commissioned PwC’s Indigenous Consulting & Centre for Inclusive Design to conduct an accessibility analysis of the CDR Customer Experience  standards and related artefacts.    

  • The recommendation report: Accessibility obligations and conventions framework 

  • The report provided insights & recommended future directions for Accessibility, Usability, and Inclusivity. Recommendations included:

    • more extensively incorporating W3C’s WCAG (see previous page) into the Data Standards, especially WCAG’s standards on: Mobile Accessibility; Cognitive Accessibility; Personalisation; and Pronunciation.

    • a scoping-study into the development of Usability and Inclusivity framework(s).