Does this replace our in-house research or tools like Maze and Dovetail?

No. OpenScouter is a complement. Your team keeps owning discovery, analytics and design QA. We add a behavioural layer with neurodivergent testers on the journeys that matter most for conversion and retention.

How do you handle PSD2 SCA flows during testing?

We test with participant-owned test accounts or sandbox environments you provide. Testers complete real SCA challenges where appropriate so we can observe authentication friction directly, without storing credentials.

Are your reports a legal opinion on EAA or BFSG compliance?

No. Our reports are behavioural evidence about cognitive accessibility and usability. They support, but do not substitute for, legal and conformity assessments under the European Accessibility Act and national transposition such as BFSG or Dlgs 82/2022.

Which European markets can you recruit in?

We recruit neurodivergent participants across major EU markets including Germany, France, Italy, Spain and the Netherlands. Tell us the languages and customer segments you serve and we will scope a panel against that.

How is facial expression data processed?

Facial expression analysis runs locally on the participant device using on-device computer vision. We receive derived signals, not raw video, which keeps the data minimisation posture aligned with GDPR expectations.

Behavioural research for European neobanks

Onboarding, SCA step-ups and account access decide whether a new neobank customer funds an account or drops out. OpenScouter runs remote behavioural sessions with neurodivergent testers across your live journeys and returns reports your product team can act on in days.

Try OpenScouter for Free All research methods

Regulatory pressure on digital banking journeys is rising across the EU

European neobanks sit under a stack of EU-level rules enforced by national competent authorities. PSD2 governs Strong Customer Authentication for payment initiation and account access. The EBA issues guidelines and tracks consumer harm across Member States. The European Accessibility Act, EU Directive 2019/882, applies to consumer banking services when it comes into force in June 2025, with national transposition acts such as Germany's BFSG and Italy's Dlgs 82/2022 acting as the local enforcement instrument.

Compliance documentation does not tell you whether a real customer can complete onboarding. A PSD2-compliant SCA challenge can still confuse a tester with ADHD who is timing out on the OTP screen. An accessibility statement that ticks WCAG boxes can still hide a balance-check journey that a dyslexic user cannot parse under time pressure.

The gap between what regulators expect and what your analytics dashboard shows is behaviour. Why did the applicant abandon at the liveness check? Why did the customer rage-click the transfer confirmation? That evidence sits in voice, facial expression and interaction signal, not in funnel charts.

Evidence

The EBA publishes a Consumer Trends Report tracking complaints, products and practices across EU Member States, with digital banking journeys, authentication and account access among recurring themes

European Banking Authority, Consumer Trends Report · 2024

For European neobanks, the EBA Consumer Trends Report matters because it identifies the exact journey surfaces where customer harm tends to concentrate across Member States: digital banking journeys, authentication and account access. Those are the same surfaces where a neobank's conversion and retention are won or lost. If the EBA is signalling that complaints cluster around how customers actually move through digital flows, then behavioural evidence from real users, including neurodivergent users who feel friction earliest, is the appropriate method for showing your supervisor, and your product board, that you have looked.

Our approach

Recruit neurodivergent testers across EU markets

Panel includes participants with ADHD, autism, dyslexia and low vision recruited for the languages and markets your neobank serves. They surface usability issues that neurotypical testers walk past.

Capture three behavioural streams in parallel

Clicks, scrolls and rage clicks alongside think-aloud voice and facial expression processed on-device. Correlation across the three streams shows where confusion, hesitation or frustration actually starts.

Human-confirmed reports tied to journeys

Findings are mapped to specific steps such as KYC document upload, SCA challenge, card activation or first transfer. Every insight is reviewed by a researcher before it reaches your team.

What you receive

Behavioural findings mapped to onboarding, SCA and account access steps
Clips of voice and facial reaction synchronised with the interaction trace
Severity ranking by impact on completion and likely customer harm
Evidence pack suitable for product, design and compliance stakeholders
Recommendations framed against EBA consumer themes and EAA readiness

Frequently asked

Does this replace our in-house research or tools like Maze and Dovetail?: No. OpenScouter is a complement. Your team keeps owning discovery, analytics and design QA. We add a behavioural layer with neurodivergent testers on the journeys that matter most for conversion and retention.
How do you handle PSD2 SCA flows during testing?: We test with participant-owned test accounts or sandbox environments you provide. Testers complete real SCA challenges where appropriate so we can observe authentication friction directly, without storing credentials.
Are your reports a legal opinion on EAA or BFSG compliance?: No. Our reports are behavioural evidence about cognitive accessibility and usability. They support, but do not substitute for, legal and conformity assessments under the European Accessibility Act and national transposition such as BFSG or Dlgs 82/2022.
Which European markets can you recruit in?: We recruit neurodivergent participants across major EU markets including Germany, France, Italy, Spain and the Netherlands. Tell us the languages and customer segments you serve and we will scope a panel against that.
How is facial expression data processed?: Facial expression analysis runs locally on the participant device using on-device computer vision. We receive derived signals, not raw video, which keeps the data minimisation posture aligned with GDPR expectations.