Open Banking is new.
So new in fact, that most people are unfamiliar with the process.
Because of this, every element of the customer journey needs to work to build trust.
This isn’t a simple task. When trust is successfully built into a process it’s unseen, but when lacking, it’s glaringly obvious. Even the smallest of inconsistencies can cast a shadow of doubt over an otherwise user-friendly journey.
For this reason, we’ve invested huge chunks of time and resource into user testing and refinements of the OpenWrks Flow journey, optimising it for trust building and conversion.
We operate on a circular test and learn methodology, running design sprints, testing hypothesis, validating improvements before promoting to our live environments. We’ve also conducted numerous rounds of usability testing, both with test and live customers which we feed back into the journey iterating to ensure each point of conversion is working to help users understand the journey, trust it and complete their bank connection. What we’ve produced (which we’re very proud of) is a journey that gradually builds trust by helping people accomplish their goal/s. We are clear about the security and regulations around Open Banking connections which also provides additional comfort for users, allowing us to lay the foundations for an ongoing, open and trustworthy relationship. This is particularly critical as part of the 90 day reconsent journey.
This infographic showcases a handful of UX principles that we’ve used throughout the OpenWrks Flow; hierarchy of information, discoverable depth, preparation, white labelling and openness.
For more of our views on building trust, take a look at OpenWrks CEO Olly Betts recent piece for the Open Banking Expo.
Want to test our Flow journey for your own business? Set up a demo today.