Proposal for an outcome-based survey to test the effectiveness of UPI-fraudawareness campaign.
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.
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.
Developing a Mechanism for ‘Market Monitoring of Customer-facing Issues with Unified Payments Interface (UPI)’
Under the Center for Customer Protection, Dvara Research has been working on developing a market monitoring tool that leverages social media data to identify customer-facing issues with India’s leading payment infrastructure, the Unified Payments Interface (UPI).
While the usage of UPI-based payments has been steadily increasing, the experiences of new-to-UPI users are relatively less examined.
This study was conducted through a donation from WhatsApp Pay. All material created under this study is made available as a public good, accessible through this page.
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.
This blog post examines the merit of NPCI issued Guidelines that disallow TPAPs from serving more than 30% volume of all UPI transactions