{"id":4707,"date":"2024-10-04T12:43:46","date_gmt":"2024-10-04T12:43:46","guid":{"rendered":"https:\/\/dvararesearch.com\/centre-for-customer-protection\/?p=4707"},"modified":"2024-11-06T13:04:19","modified_gmt":"2024-11-06T13:04:19","slug":"rethinking-grms-for-upi-prototype-design","status":"publish","type":"post","link":"https:\/\/dvararesearch.com\/centre-for-customer-protection\/rethinking-grms-for-upi-prototype-design\/","title":{"rendered":"Rethinking GRMs for UPI: Prototype Design"},"content":{"rendered":"

This is the second in a series of blogs which describe our efforts towards building an effective in-app GRM for India\u2019s consumers<\/em><\/p>\n

Based on findings from field study<\/a>, we created prototypes with mock screens representing various parts of the user grievance redress journey, from accessing the GRM, to raising a ticket, and obtaining resolution.<\/p>\n

The designing of prototypes involved mapping the existing resolution process for leading UPI apps for those issues prioritised from the field study. This was done iteratively to systematically refine our design approach through the creation of both low and high-fidelity mock-ups, and resulting in a comprehensive prototype.<\/p>\n

Entry into Help\u00a0<\/strong><\/p>\n

To enhance the accessibility of GRMs, our prototype provides multiple upfront entry points into the GRM \u2013 one through the \u2018profile icon\u2019 menu and another via the \u2018question mark\u2019 icon located at the top right of the prototype for the home screen (See Figure 1).<\/p>\n

The latter provides a direct, single-step access to the GRM functionalities of the UPI app through dedicating app real estate on the home page. Its placement on the top bar facilitates ease of discoverability for the user.<\/p>\n

This approach can be especially useful where users may not have a transaction reference for their grievance, (such as with onboarding issues or incoming but pending transactions, where entry into GRM through the transaction detail page will not be feasible).<\/p>\n

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Figure 1: The prototype offered multiple entry-points to the GRM<\/figcaption><\/figure>\n

Help\u2019 Landing Screen<\/strong>\u00a0<\/strong><\/p>\n

Once users have entered the GRM, they are presented with a screen where all help-related information is housed.<\/p>\n

This landing screen (see Figure 2) allows the user to select an entry point relevant to the grievance they are experiencing. The first section in the Help landing screen, titled \u2018What do you need help with?\u2019 contains subsections of the grievance mechanism relevant to the various product offerings of the app. The user\u2019s choice directs them into a subsection of the menu relevant only to their concern \u2013 unrelated grievance categories are filtered out upfront and the user is less overwhelmed by having to choose from irrelevant concerns.<\/p>\n

The app may also host information about active tickets and include sections such as Frequently Asked Questions (FAQs) to help the user learn about product features.<\/p>\n

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Figure 2: All grievance-related information is housed on a single landing screen.<\/figcaption><\/figure>\n

Navigating the Problem Tree: Problem Identification, Data Gathering & Resolution <\/strong><\/p>\n

Once the user has entered the grievance redressal section of the app, the process of identifying their problem, collecting additional information pertaining to it, and resolving it begins.<\/p>\n

These steps comprise the \u2018Help Navigation Tree\u2019, which outlines the sequential steps that users should follow to navigate through the support process effectively and efficiently.\u00a0We have followed a \u2018narrow\u2019 tree approach, which is more effective for the user<\/a>.<\/p>\n

First, they can describe their problem by selecting from the four options described below. This screen (Figure 3) constitutes the problem identification stage, and the user\u2019s navigation of this screen leads them to the data gathering stage. These short, easily understandable phrases (which can also be comprehended through the provided audio-playback button) can help the user categorise their grievance without much cognitive burden:<\/p>\n