We engaged a third party PISP/AISP provider to allow us to embed a feature into our journey that would allow applicants the ability to fund their new savings account before the end of the journey.

Aim

We started out with a few objectives:

• Decide where in the journey to introduce the 'external funding' sub-journey
• Decide how to implement external funding journey - what the pages would look like, what content would support the user to use this feature
• Review content in end-to-end journey, including success comms, and make recommendations for updates as needed
• Produce designs for all new screens and updates to existing screens

We hypothesised that enabling members who opening new savings accounts to fund them right away would lead to an increase in deposits and a decrease in account closure due to non-funding. Embedding a third party PISP into the journey could deliver this, provided it is done in a way that delivers a cohesive, consistent user experience.

Process

Mapping

I mapped the current funding journeys possible from the end of the journey:

• getting their new savings account details instantly, after completing ID verification in-journey;
• waiting for comms in the post to confirm account details in order to make a payment; and
• using their first-time internet bank login to finally get the new account's details, and then going to their other bank to make a payment in.

Prototyping

The third party provider presented a prototype API to us, and using that, I was able to get a rough idea of the structure of the user flow and build out a rough content prototype.

Stakeholder engagement

I began talking to stakeholders in Legal and Compliance, who pointed me towards the the OBIE banking guidelines on AISP/PISP providers. With this, and their requirements, I was able to build an updated content prototype.