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Annex B – Guidance for DFS Providers

DFS Providers engage with consumers and manage most aspects of their user experience. Careful attention to
customer journeys and user experience can increase trust in the system and increase operational security. Open
Banking has published Customer Experience Guidelines [18] that describe ‘experience principles’ which were
developed to assist designers.

Figure 40 – Open Banking experience principles for user engagement

• Control: Consumers need to have a sense of control through having the right tools and clear information at
the right time.
• Speed: Speed must be appropriate to the specific customer and interaction. Fastest is not always best.
• Transparency: Transparency of choice, action and information about consequences are crucial.
• Security: Fraud and data privacy are top concerns for users of DFS. Messaging and information about secu-
rity measures must be clear and direct.
• Trust: The combination of the Control, Speed, Transparency and Security principles create a trusted environ-
ment for the customer.

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