Beni Chugh

 Our response covers two themes: Leading from a customer protection perspective, our comments emphasise the need for the prospective SRO to have duties towards the customers, at par with responsibilities towards the regulator.

This research presents a framework comprising nine principles, which we believe are pre-requisites for creating user-centric GRMs.

Dvara Research, with the Data Security Council of India (DSCI), co-developed two privacy handbooks directed at FSPs in the insurance and banking sector. The handbooks help FSPs implement data protection in a customer-centric manner throughout the data lifecycle, including in legacy systems.

Proposal for an outcome-based survey to test the effectiveness of UPI-fraudawareness campaign.

This study presents the design of an Outcome Based Survey crafted to evaluate the effect that UPI-fraud-awareness campaigns have in reducing individuals’ propensity to engage with fraudulent communication.

MFIN India and Dvara Research partner to gather insights on users’ experience of navigating the MFIN-Customer Grievance Redress Mechanism (MFIN-CGRM). The study deploys mixed methods — a primary survey of over 300 users, stakeholder interviews and desk research to understand the user-centricity of the MFIN-CGRM.

This post presents design elements that providers can use to make the consent artefacts more effective for constrained users. These design recommendations emerge from the insights from an immersive behavioural field study we conducted with 60 constrained customers through a gamified simulation of an AA transaction.

Technological advancement is enabling governments to break away from this fragmented model and adopt an approach that allows individual departments to share infrastructural capacities. In policy parlance, this new approach is referred to as an ‘ecosystem-based’ delivery model, wherein several government departments are integrated at the back end, operate on the same platform, with their workflows interoperable with each other.

In this post, we present our findings from our literature review based on which we conducted the behavioural study.

Dvara Research and Final Mile are collaborating on a behavioural science informed primary study to unpack the barriers that customers currently face in engaging with and understanding consent artefacts.