Independent Research and Policy Advocacy

The Use of Malware in UPI related Fraud 

In a recent study to evaluate the effectiveness of consumer awareness campaigns relating to United Payment Interface(UPI) frauds, Dvara Research interviewed ~85 low-income, new-to-UPI users from metro cities and small towns.

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.

Towards designing UPI services for constrained users

This blog post summarises literature regarding users who are most likely to face difficulties in using digital payments, and some design principles and best practices that could simplify digital payment interfaces.