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
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
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
UPI databases should be interactive
Stakeholders should gather a common set of data points for each complaint, distinct from their data objectives
Building an Effective UPI In-App GRM for India’s Consumers
In this study, we focus on whether consumers use the grievance mechanisms provided in UPI apps in smartphones, and whether those mechanisms make for an easily navigable grievance redress journey ending in satisfactory resolution.
Ways to curb scams over UPI
Positive frictions while authorising transactions will give users some time before approving payment
Designing a User-centric Grievance Redress Mechanism (GRM): A Sector-agnostic Checklist
This research presents a framework comprising nine principles, which we believe are pre-requisites for creating user-centric GRMs.
Do UPI In-App Grievance Redress Mechanisms work for constrained users?
In this interim report, we document our observations about the user interface of In-App GRMs in UPI applications (UPI Apps). Our observations are based on our review of the customer redress journey on these GRMs – mainly in terms of the GRM’s accessibility and usability – from the lens of a low-income, digital immigrant customer.
