9.1 Key Principles
Overview
The success of Open Finance in Malaysia hinges directly on the user experience. Getting it right is essential for building trust and driving adoption through seamless customer journeys.
As we co-create Malaysia's Open Finance framework, our guiding principle for the User Journey is user empowerment. Customers must be able to share their financial data securely, transparently, and always remain in full control.
Key Objectives & Importance
Build Nationwide Trust & Adoption: A journey that works consistently and intuitively across all participating banks, creating familiarity and consistent user journeys across all participating data providers.
Empower Users with Clarity: Designing processes that make it easy for users to understand what they are consenting to and make informed choices confidently.
Ensure Security & Confidence: Implementing secure, consent-driven data sharing that builds user trust
Meet Regulatory Expectations & Ensure Consistency:
Align with Bank Negara Malaysia (BNM) principles and standards (e.g., for consent, security [SCA], data protection) and global best practices.
This framework, along with upcoming detailed UI/UX guidelines, aims to ensure a safe, compliant, and consistent experience across all participants, fostering trust and ease of use.
Guiding Principles to a Good User Journey
As we design and refine our user journey, these guiding principles serve as a foundation for aligning cross-functional teams, maintaining clarity in decision-making, and ensuring that every interaction delivers value to users.
Key Principles | What it means for UI/UX |
|---|---|
Consent-First | Consent is surfaced upfront before any redirection or data access. It outlines what data will be shared, for how long, and for what purpose. |
Trust by Design | Screens are designed to build user confidence, using plain language and progressive disclosure to show relevant details clearly and avoid overwhelming the user. Trust marks will also be introduced to signal to users that the journey adheres to a verified and secure Open Finance experience. |
User Empowerment | Users remain in control throughout the journey, with the ability to go back, review details, or revoke consent later via a management dashboard. |
Seamless Experience | The flow is optimised for mobile, using design patterns familiar from FPX, mobile banking, etc - minimising steps and unnecessary friction. |
Reuse existing authentication methods | The journey fully leverages existing participant login and authorisation mechanisms such as Secure2U, Face ID, TAC or PINs, minimising user learning curve. |
Mobile App-First | The user journey is built with App-to-App focus in mind, aligning with how users already interact with online banking and payment apps in Malaysia. However, Web-to-App redirections will also be available to ensure inclusivity and proper handling if any participant’s mobile app is not accessible. |
Global UX Alignment | The journey draws on tested flows from global implementations while adapting to Malaysian behaviours and terminology. |
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