This report contains findings and recommendations based on two rounds of qualitative CX research conducted in November 2021. Fourteen participant consumers were engaged in 1:1 research sessions that ran for 90 minutes each. Prototypes of the Insight Disclosure Consent flow were used to facilitate discussion and generate insights in relation to disclosure consents more generally. The purpose of this research was to inform standards development for Insights and Trusted Adviser Disclosure Consents.
It was hypothesised that if we present the below information to the consumer in relation to insights, data clusters, and data handling statements, then we can support informed disclosure consents:
<aside> <img src="/icons/checklist_gray.svg" alt="/icons/checklist_gray.svg" width="40px" /> The CX research in both rounds strongly validated the hypotheses that underpinned the DP222 options.
</aside>
This research was informed by earlier consultation and research conducted in 2020 and 2021 including the following:
Full details on the public consultation and final decision proposal outcome can be found on Decision Proposal 222 - CX Standards | Insights and Trusted Adviser Disclosure Consents.
As part of our work to provide intuitive, informed, and trustworthy data sharing experiences, we tested concepts that explored how consumers might consent to disclosing data to a non-accredited person. Participants were given the scenario of applying for a new rental property, where they were offered the option to consent to sharing data insights from their bank with a real estate agent in an effort to bypass a number of manual processes.