The EMV® Secure Remote Commerce (SRC) Specifications provide a common baseline for the development of Click to Pay e-commerce payment solutions.
In this EMV Insights post, Clinton Allen, Chair of EMVCo’s SRC Working Group, explains how the publication of the EMV Secure Remote Commerce – Click to Pay Customer Experience (CX) Guidelines will help to simplify the online checkout process.
Introducing the EMV SRC – Click to Pay CX Guidelines
An important element of the EMV SRC Specifications is their flexibility, which enables a range of Click to Pay experiences. As the marketplace momentum builds, there is a need to promote a level of consistency across different deployments to help ensure the checkout process remains easy and familiar.
To address this need, EMVCo has released the EMV SRC – Click to Pay CX Guidelines as part of the EMV SRC Specifications.
The guidelines are a dynamic, interactive tool for the payment industry to make online checkout easier. Developed by payment CX designers, they provide recommendations for a more consistent, convenient and secure experience. This can help reduce consumer friction and lower shopping cart abandonments, while reducing the risk of exploitation by fraudsters.
What the EMV SRC – Click to Pay CX Guidelines provide
The guidelines comprise CX patterns, key customer interactions (referred to as CX moments), technical resources and an interactive flowchart.
CX patterns are the individual elements that provide the foundation of the Click to Pay checkout experience.
Click to Pay CX moments encapsulate the requirements, best practices and technical detail for using the different CX patterns to enable key customer interactions. These include identifying a customer by capturing their email and mobile number, indicating that Click to Pay is available, finding the customer’s linked cards, and verifying the customer using a one-time passcode (OTP). The CX moments also provide guidelines for displaying cards that are linked to Click to Pay, as well as linking new cards. Each CX moment is accompanied by a dedicated, step-by-step video demonstration to support further understanding.
The guidelines link to the EMV SRC Software Development Kit (SDK) and EMV SRC Application Programming Interface (API) Specifications. An interactive flowchart demonstrates where API / SDK calls can be made and how CX patterns can be applied throughout the customer journey in different checkout environments.
Collaborating with the industry
It is crucial that merchants and solution providers have confidence that the EMV SRC – Click to Pay CX Guidelines will effectively support the delivery of more consistent, convenient and secure checkout experiences.
For this reason, EMVCo committed to a highly collaborative development approach from the outset – working closely with industry stakeholders from across the payments ecosystem. This included direct contributions from the merchant community to share their specific requirements and considerations. EMVCo also conducted extensive consumer research to inform and validate the CX patterns, customer interactions and example flows included within the guidelines.
Following this engagement, the draft guidelines were published for review by EMVCo Associates, Subscribers and the public. Once the industry feedback had been reviewed and addressed, the guidelines were approved for final release by the EMVCo Board of Advisors.
The work does not stop there. EMVCo is extending and enhancing the guidelines to meet emerging industry and technical requirements. For example, the key customer interactions are currently targeted towards the North American marketplace. In the future, the guidelines are anticipated to evolve to address considerations across other regions.
To support this ongoing work and capture user feedback, EMVCo actively encourages and welcomes feedback, input and comments from all interested stakeholders across the world. Ultimately, this will help to promote more consistent checkout experiences and enable seamless and secure online payments.
by Oliver Manahan
by Clinton Allen