OBIE - CX GUIDELINES
Elevating
Open Banking
Experiences in the UK
CX DESIGN
UX DESIGN
UX STRATEGY
OBIE - CX GUIDELINES
Elevating
Open Banking
Experiences in the UK
CX DESIGN
UX DESIGN
UX STRATEGY
OBIE - CX GUIDELINES
Elevating
Open Banking
Experiences in the UK
CX DESIGN
UX DESIGN
UX STRATEGY
Output
19 unique journeys with consistent design patterns, built on the most important metrics.
19 Journeys
Impact
A positive impact on the lives of potentially 60 million UK citizens.
60 million
Result
Over 3 million UK adults actively use Open Banking solutions, according to OBIE (as of May 2021).
3 million
Output
19 unique journeys with consistent design patterns, built on the most important metrics.
19 Journeys
Impact
A positive impact on the lives of potentially 60 million UK citizens.
60 million
Result
Over 3 million UK adults actively use Open Banking solutions, according to OBIE (as of May 2021).
3 million
CX GUIDELINES
—
Muteo was asked by OBIE (The Open Banking Implementation Entity) to incorporate 'Data Trust by Design' principles into OBIE's consent journeys. As a result, we created a complete collection of design patterns, customer journeys, design principles, and considerations. These elements now form the official customer experience (CX) guidelines for Open Banking in the UK.
CX GUIDELINES
—
Muteo was asked by OBIE (The Open Banking Implementation Entity) to incorporate 'Data Trust by Design' principles into OBIE's consent journeys. As a result, we created a complete collection of design patterns, customer journeys, design principles, and considerations. These elements now form the official customer experience (CX) guidelines for Open Banking in the UK.
The Misson
To establish intuitive design patterns for consent: a diverse set of Open Banking journeys using the legal frameworks of PSD2 and GDPR consent became the foundation of a design pattern library and range of considerations.
The Misson
To establish intuitive design patterns for consent: a diverse set of Open Banking journeys using the legal frameworks of PSD2 and GDPR consent became the foundation of a design pattern library and range of considerations.
The Challenge
Finding a balance between positive and negative friction and aligning to the metrics that matter:
A. Comprehension
B. Time to comprehension
C. Propensity to willingly share
The Challenge
Finding a balance between positive and negative friction and aligning to the metrics that matter:
A. Comprehension
B. Time to comprehension
C. Propensity to willingly share
Finding a balance between positive and negative friction and aligning to the metrics that matter:
A. Comprehension
B. Time to comprehension
C. Propensity to willingly share
Finding a balance between positive and negative friction and aligning to the metrics that matter:
A. Comprehension
B. Time to comprehension
C. Propensity to willingly share
Finding a balance between positive and negative friction and aligning to the metrics that matter:
Finding a balance between positive and negative friction and aligning to the metrics that matter:
Great insight and understanding of real-life human behaviour helping to develop an clearly understandable consent journey.
Miles Cheetham
Consent customer journey expert
Great insight and understanding of real-life human behaviour helping to develop an clearly understandable consent journey.
Miles Cheetham
Consent customer journey expert
Great insight and understanding of real-life human behaviour helping to develop an clearly understandable consent journey.
Miles Cheetham
Consent customer journey expert
Great insight and understanding of real-life human behaviour helping to develop an clearly understandable consent journey.
Miles Cheetham
Consent customer journey expert
The Parties
We had to design for each party and their role in the Open Banking ecosystem. A meaningful outcome was only possible by respecting the diverse needs of every party – and keeping on top of many acronyms.
The Parties
We had to design for each party and their role in the Open Banking ecosystem. A meaningful outcome was only possible by respecting the diverse needs of every party – and keeping on top of many acronyms.
Our Approach
Our Approach
Our Approach
Context
Aligning the requirements of 19 different journeys to the Data Trust by Design framework.
Foundation
Creating a basic design system for consent based data sharing experiences and integrating BD principles.
Framework
Providing an annotated sketch file with inline guidance to system, used in research contexts across 19 prototypes.
Context
Aligning the requirements of 19 different journeys to the Data Trust by Design framework.
Foundation
Creating a basic design system for consent based data sharing experiences and integrating BD principles.
Framework
Providing an annotated sketch file with inline guidance to system, used in research contexts across 19 prototypes.
Context
Aligning the requirements of 19 different journeys to the Data Trust by Design framework.
Foundation
Creating a basic design system for consent based data sharing experiences and integrating BD principles.
Framework
Providing an annotated sketch file with inline guidance to system, used in research contexts across 19 prototypes.
CX Guideline 3.1.1
Account Information Consent
CX Guideline 5.1.1
Consent Dashboard Revocation
CX Guideline 3.1.1
Account Information Consent
CX Guideline 5.1.1
Consent Dashboard Revocation
The Journeys
We designed 19 different consent journeys with a focus on the most important metrics. A task as simple as the London tube system.
The Journeys
We designed 19 different consent journeys with a focus on the most important metrics. A task as simple as the London tube system.
CX Guidelines
Selected Journeys
CX Guidelines
Selected Journeys
CX Guidelines
Selected Journeys
The Guidelines
We guided the OBIE team along the implementation of our work into the CX standard and guideline formats for both web and print.
The Guidelines
The Guidelines
The Guidelines
The Guidelines
The Guidelines
We guided the OBIE team along the implementation of our work into the CX standard and guideline formats for both web and print.
The Team
This was a collaborative project with >X and OBIE. Big shoutout to Nathan Kinch of >X and the team at OBIE. Miles Cheetham and DC Patel worked tirelessly and asynchronously to get journeys clear, iterate the design system and nail consent codification. A stellar job to ensure the guidance could be incorporated into the standards and guidelines for Open Banking.
_
The Team
This was a collaborative project with >X and OBIE. Big shoutout to Nathan Kinch of >X and the team at OBIE. Miles Cheetham and DC Patel worked tirelessly and asynchronously to get journeys clear, iterate the design system and nail consent codification. A stellar job to ensure the guidance could be incorporated into the standards and guidelines for Open Banking.
_
MORE OF OUR WORK
MORE OF OUR WORK
MORE OF OUR WORK
WE DESIGN FOR /
PEOPLE + TRANSPARENCY + SIMPLICITY + LOYALTY + EQUALITY + SUSTAINABILITY + DATA PRIVACY + TRUSTWORTHINESS + OPTIMISATION + INNOVATION + POSITIVE ENGAGEMENT + ACCESSIBILITY + EMPOWERMENT + INSPIRATION + COLLABORATION / TO GIVE YOU THE EDGE
WE DESIGN FOR / PEOPLE + TRANSPARENCY + SIMPLICITY + LOYALTY + EQUALITY + SUSTAINABILITY + DATA PRIVACY + TRUSTWORTHINESS + OPTIMISATION + INNOVATION + POSITIVE ENGAGEMENT + ACCESSIBILITY + EMPOWERMENT + INSPIRATION + COLLABORATION / TO GIVE YOU THE EDGE
