UPI’s democratised cashless payments but not grievance redressal
Medium-to-low digital proficiency users experience anxiety when they have to use in-app mechanisms to deal with problems. It has got to do with designs that do not account for user proficiency and expectations. A few changes could uplift the experience for all users
Could we be doing better with consent?
This blog presents a self-assessment checklist targeted at UI/UX designers and AA product managers, enabling them to surface gaps in the design of their consent artefacts especially in relation to the vulnerable customer.
Rethinking GRMs for UPI: Prototype Design
This is the second in a series of blogs which describe our efforts towards building an effective in-app GRM for India’s consumers
Field Notes: How constrained users engage with the GRMs of UPI Apps
This is the first in a series of blogs which describe our efforts towards building an effective in-app GRM for India’s UPI users
Sebi’s proposed changes can spruce up investment advisory regulations
The new proposals can significantly increase the number of RIAs by relaxing the requirement of having a Master’s degree and prior work experience and by lowering net-worth requirements.
Our Response to RBI Draft Directions for Comments on Due Diligence of AEPS Touchpoint Operators
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.
Legal liability for fraud in digital payments
The framework should provide adequate compensation to victims, while investigative action continues in tandem
Assessing the Performance of PMJJBY and PMSBY: A Systems-Level Approach
The objective of this policy brief is to summarise learnings from fieldwork conducted in Rajasthan and Gujarat towards (i) building evidence on the customer protection issues in the sale and servicing of the two insurance schemes and (ii) bringing to the forefront the structural issues on the supply-side that are holding back Financial Service Providers (FSPs) from offering high-quality service in the context of these two schemes.
Assessing the Performance of PMJJBY and PMSBY: A Systems-Level Approach
The objective of this deck is to summarise learnings from fieldwork conducted in Rajasthan and Gujarat towards (i) building evidence on the customer protection issues in the sale and servicing of the two insurance schemes and (ii) bringing to the forefront the structural issues on the supply-side that are holding back Financial Service Providers (FSPs) from offering high-quality service in the context of these two schemes
UPI databases should be interactive
Stakeholders should gather a common set of data points for each complaint, distinct from their data objectives
