On October 18th 2024 , Dvara Research hosted a workshop for stakeholders from TPAPs, banks and others designing digital payment solutions for the billion users. Our objective with this workshop was to share the findings of our research project on Building an Effective UPI In-App GRM for India’s Consumers with relevant business, product and/or design stakeholders for application in their respective domains. This post provides a rough synthesis of the discussions. 

The context of the workshop was set with a presentation of the project context and findings by Deputy Director of Dvara Research, Deepti George. The participants were then addressed by Puneeta Chaddha, Sr. Lead – Fintech Solutions at the National Payments Corporation of India (NPCI) who gave an introduction to the digital payments and grievance redressal solutions offered by the NPCI. She described how the NPCI is oriented towards constant innovation of digital financial solutions for India’s population with participation from key market players, the NPCI Innovation Hub, and various working group interactions. 

The workshop consisted primarily of interactive exercises which would help participants understand the principles underlying this project as collated into the UPI GRM Framework. The UPI GRM Framework offers a focussed approach to rethink existing grievance redressal mechanisms for UPI and its service providers. These exercises were designed to help stakeholders implement design choices which make for more effective grievance redress and thereby improved customer protection. 

The proceedings of the workshop can be found here.

To know more about the project, click here