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Dvara Research empowers a billion UPI users by redesigning its digital grievance redressal system
- Dvara Research developed an internal tool to analyse social media posts to identify transaction failures and inadequate addresses in the UPI app.
- Dvara Research tried to enhance the in-app grievance redressal mechanism in UPI apps by improving the accessibility and seamlessness of the user experience within the mechanism.
- They conducted detailed UX audits across various apps and banks to understand user challenges and gain insights to create prototypes that were tested in the field.
- The team prioritised accessibility by restructuring the GRM flow for clarity and simplifying the process to ensure user protection for billion UPI users.
- Dvara Research proposed three innovative design approaches— the health navigation tree, self-resolution mechanisms, and guardrails that the GRM provides to address the uncertainties of UPI payments.
- The health navigation tree focuses on standardizing and simplifying the process for users to navigate the GRM and reducing the burden of figuring out how to get help.
- Self-resolution is an automated resolution format where the ticket gets automatically closed and raised on the back end if users have not received their payment. It doesn’t need manual intervention.
- The GRM can significantly reduce their anxiety about what to do next by simplifying the reporting process for fraud and allowing users to manage their auto-pay mandates.
- There are currently no clear metrics to measure the impact of user experience improvements. But creating a win-win situation for both business service providers and users is possible.
- The team encouraged building consistency across product development life cycles to build a better user experience as a better user experience leads to a better business.
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