[OBIE-811] Santander authentication has too many steps - JIRA

Santander authentication has too many steps

Description

When compared to other ASPSPs Santander has too many steps and confirmations that add friction.

1. First the PSU needs to login using their credentials
2. The PSU is then asked what's this money for
3. The PSU is then asked to confirm that they did not meet the person on a social or dating website and that they are comfortable to continue
4. The PSU is then asked again are they comfortable to continue
5. The PSU is then asked to enter OTP which is sent by SMS to their mobile

Questions 2, 3 and 4 go beyond what other ASPSPs ask PSUs
2. What's this money for?
3. "Did you meet this person on a social media or dating site".
4. After clicking on "I'm comfortable, continue" the PSU is then on the next screen asked to again confirm that they are comfortable to make this payment. "Before you continue... Make sure you haven't been asked to move your money by anyone, even Santander, you've freely chosen the real reason for this payment and read our related scam advice."

Technical Impact

n/a

Workaround

I would suggest reducing the number of steps involved.

Resolution Notes

None

Impact Assessment

This number of questions asked is adding friction to the payment experience. When compared to other ASPSPs there is a poor customer experience with too many steps.

Status

Assignee

Unassigned

Reporter

Beejal Nagar

Reference

None

Service Desk Reference

OBSD-10700

ASPSP

Query Type

None

TPP Impact

Medium

TPP

OB Environment

None

Business Impact Severity

Level 3

Share

Yes