Align CDR channel experiences to existing digital channel experiences

The DSB proposes the following convention:

Convention CDS-DC-0014

CDR consumer experiences should closely align with the consumer's existing digital channel experiences provided by the data holder.

Context

A prevailing principle of the CDR Rules and Consumer Data Standards is that data holders align the experience and capability of their CDR implementation with their customers' expectations through their existing digital channels. This principle covers expectations such as customer experience, data currency/latency, data quality, availability and performance.

By offering a consumer experience that is secure, familiar and consistent with existing digital channels the intention is that the performance and experience of the CDR channel is on par with the performance and experience the consumer receives through the data holder's other digital channels.

For example, if a bank-issued Customer ID is used to log into internet banking, there is an expectation that the consumer can use this Customer ID for authenticating within the CDR. Creating bespoke experiences for the CDR that are unfamiliar to the customer in their other banking contexts creates confusion and lowers trust.

This is important because the CDR is considered to be an additional digital channel for each data holder within their designated sector. From the context of banking, CDR is considered to be another digital banking channel adjacent to internet and mobile banking. 

Metadata

Convention ID	CDS-DC-0014
Version	1
Status	PROPOSED
Date proposed	2020-12-22