UX/UI design
UX/UI design
Preventing Wrong UPI Transactions
Preventing Wrong UPI Transactions
Preventing Wrong UPI Transactions
Preventing Wrong UPI Transactions
Context
Context
Context
In this case study, I’ll show you how I designed two features for the Paytm app that might prevent ₹ 2900 crores ($380 mn) of wrong UPI transactions.
In this case study, I’ll show you how I designed two features for the Paytm app that might prevent ₹ 2900 crores ($380 mn) of wrong UPI transactions.
In this case study, I’ll show you how I designed two features for the Paytm app that might prevent ₹ 2900 crores ($380 mn) of wrong UPI transactions.
Milestone - This project was done independently of UPI, NPCI, and Paytm in July 2023. Using a similar approach, the Government of India announced an "Undo Transaction Feature" for wrong UPI transactions in January 2024.
Milestone - This project was done independently of UPI, NPCI, and Paytm in July 2023. Using a similar approach, the Government of India announced an "Undo Transaction Feature" for wrong UPI transactions in January 2024.
Milestone - This project was done independently of UPI, NPCI, and Paytm in July 2023. Using a similar approach, the Government of India announced an "Undo Transaction Feature" for wrong UPI transactions in January 2024.
Milestone - This project was done independently of UPI, NPCI, and Paytm in July 2023. Using a similar approach, the Government of India announced an "Undo Transaction Feature" for wrong UPI transactions in January 2024.
1.Problem
1.Problem
1.Problem
UPI is a Primary mode of payment in India with 7400 crore transactions happening each year out of which 1.3 Crores transactions are sent to the Wrong UPI addresses every year, these can value up to ₹2900 crores($380 mn).
UPI is a Primary mode of payment in India with 7400 crore transactions happening each year out of which 1.3 Crores transactions are sent to the Wrong UPI addresses every year, these can value up to ₹2900 crores($380 mn).
UPI is a Primary mode of payment in India with 7400 crore transactions happening each year out of which 1.3 Crores transactions are sent to the Wrong UPI addresses every year, these can value up to ₹2900 crores($380 mn).
Once the payment is transferred to the wrong bank account.
You cannot undo it
The payment application you utilize is powerless in this situation,
You have to contact the bank and file a complaint
The resolution process may take around 7–10 days, depending on the amount and your bank’s policies.
Alternatively, you can contact the recipient and request a refund.
Once the payment is transferred to the wrong bank account.
You cannot undo it
The payment application you utilize is powerless in this situation,
You have to contact the bank and file a complaint
The resolution process may take around 7–10 days, depending on the amount and your bank’s policies.
Alternatively, you can contact the recipient and request a refund.
Once the payment is transferred to the wrong bank account.
You cannot undo it
The payment application you utilize is powerless in this situation,
You have to contact the bank and file a complaint
The resolution process may take around 7–10 days, depending on the amount and your bank’s policies.
Alternatively, you can contact the recipient and request a refund.
User Research
User Research
User Research
A survey was conducted online with 53 participants, and interviews were conducted with 2 participants to gain insights into the problem of incorrect UPI transactions.
A survey was conducted online with 53 participants, and interviews were conducted with 2 participants to gain insights into the problem of incorrect UPI transactions.
A survey was conducted online with 53 participants, and interviews were conducted with 2 participants to gain insights into the problem of incorrect UPI transactions.
Analysis
Analysis
Analysis
Upon analysis of data collected from user research following are the findings.
Upon analysis of data collected from user research following are the findings.
Upon analysis of data collected from user research following are the findings.
Majority of users have faced wrong UPI transactions once in their life.(50 out of 53)
Mostly these are P2P transactions. (48 out of 53)
Nobody has responded that they made an error while making QR code based payment (0 out of 53)
Multiple factors are responsible for making wrong UPI transactions like, typing error, network problem, scams, electronic issues etc.
Majority of users have faced wrong UPI transactions once in their life.(50 out of 53)
Mostly these are P2P transactions. (48 out of 53)
Nobody has responded that they made an error while making QR code based payment (0 out of 53)
Multiple factors are responsible for making wrong UPI transactions like, typing error, network problem, scams, electronic issues etc.
Majority of users have faced wrong UPI transactions once in their life.(50 out of 53)
Mostly these are P2P transactions. (48 out of 53)
Nobody has responded that they made an error while making QR code based payment (0 out of 53)
Multiple factors are responsible for making wrong UPI transactions like, typing error, network problem, scams, electronic issues etc.
Findings
Findings
Findings
User Groups
User Groups
User Groups
User Groups include everyone who uses the UPI application.
Often makes typing mistakes due to confusion (similar recipient names) and visual errors (dyslexia).
As well as individuals who often fall into scams(Less tech-savvy, Elders, etc.).
User Groups include everyone who uses the UPI application.
Often makes typing mistakes due to confusion (similar recipient names) and visual errors (dyslexia).
As well as individuals who often fall into scams(Less tech-savvy, Elders, etc.).
User Groups include everyone who uses the UPI application.
Often makes typing mistakes due to confusion (similar recipient names) and visual errors (dyslexia).
As well as individuals who often fall into scams(Less tech-savvy, Elders, etc.).
Personas
Personas
Personas
User Stories
User Stories
User Stories
The user sent money to the wrong recipient with a similar name.
The user sent money to the wrong recipient with a similar name.
The user sent money to the wrong recipient with a similar name.
The user sent money to the wrong recipient with a similar name.
Miss Pragya wants to send money to her friends, but she accidentally sends it to the wrong recipient with a similar name.
Miss Pragya wants to send money to her friends, but she accidentally sends it to the wrong recipient with a similar name.
Miss Pragya wants to send money to her friends, but she accidentally sends it to the wrong recipient with a similar name.
Solution
Solution
Solution
Solution - Part One
Solution - Part One
Solution - Part One
Users enable the function either by tapping the banner or accessing it from the side menu.
Users enable the function either by tapping the banner or accessing it from the side menu.
Users enable the function either by tapping the banner or accessing it from the side menu.
Once they’ve enabled the feature they can set Maximum Transaction Limit, If a user makes a transaction above this limit it will take 60 seconds to complete.
Once they’ve enabled the feature they can set Maximum Transaction Limit, If a user makes a transaction above this limit it will take 60 seconds to complete.
Once they’ve enabled the feature they can set Maximum Transaction Limit, If a user makes a transaction above this limit it will take 60 seconds to complete.
Making Payment above the safety limit
Making Payment above the safety limit
Making Payment above the safety limit
The user makes a payment that is above its Maximum transaction limit and enters UPI PIN.
The user makes a payment that is above its Maximum transaction limit and enters UPI PIN.
The user makes a payment that is above its Maximum transaction limit and enters UPI PIN.
The transaction exceeding the maximum transaction limit will be automatically processed. However, users can choose to instantly pay by tapping on Pay Instantly, verifying the recipient’s information, and proceeding.
The transaction exceeding the maximum transaction limit will be automatically processed. However, users can choose to instantly pay by tapping on Pay Instantly, verifying the recipient’s information, and proceeding.
The transaction exceeding the maximum transaction limit will be automatically processed. However, users can choose to instantly pay by tapping on Pay Instantly, verifying the recipient’s information, and proceeding.
Making Instant Payment
Making Instant Payment
Making Instant Payment
Users can independently confirm payment details or ask the recipient about the Payment Incoming Notification. Recipients receive this notification when the sender exceeds their safety limit while sending the payment.
Users can independently confirm payment details or ask the recipient about the Payment Incoming Notification. Recipients receive this notification when the sender exceeds their safety limit while sending the payment.
Users can independently confirm payment details or ask the recipient about the Payment Incoming Notification. Recipients receive this notification when the sender exceeds their safety limit while sending the payment.
User story after solution
User story after solution
User story after solution
With UPI Payment Shield turned on, she quickly realized that she still had 60 seconds to cancel her transaction and make the correct payment.
With UPI Payment Shield turned on, she quickly realized that she still had 60 seconds to cancel her transaction and make the correct payment.
With UPI Payment Shield turned on, she quickly realized that she still had 60 seconds to cancel her transaction and make the correct payment.
“But how will we achieve an Undo feature for UPI?”
“But how will we achieve an Undo feature for UPI?”
“But how will we achieve an Undo feature for UPI?”
“But how will we achieve an Undo feature for UPI?”
Persona Two
Persona Two
Persona Two
User Story Two
User Story Two
User Story Two
The User falls victim to a scam by a fraudster
The User falls victim to a scam by a fraudster
The User falls victim to a scam by a fraudster
Mr. Abhishek plans to sell his old fridge. He puts it up on a seller’s website. A scammer contacts him, expressing interest in buying the fridge. The scammer proposes paying in advance and requests
Mr. Abhishek plans to sell his old fridge. He puts it up on a seller’s website. A scammer contacts him, expressing interest in buying the fridge. The scammer proposes paying in advance and requests
Mr. Abhishek plans to sell his old fridge. He puts it up on a seller’s website. A scammer contacts him, expressing interest in buying the fridge. The scammer proposes paying in advance and requests
Abhishek receives the link on his phone
Abhishek receives the link on his phone
Abhishek receives the link on his phone
Scammers asked Mr.Abhishek to open the link and enter his UPI pin to receive the payment
Scammers asked Mr.Abhishek to open the link and enter his UPI pin to receive the payment
Scammers asked Mr.Abhishek to open the link and enter his UPI pin to receive the payment
The user pays by tapping the link and entering the UPI pin, expecting to receive the payment.
The user pays by tapping the link and entering the UPI pin, expecting to receive the payment.
The user pays by tapping the link and entering the UPI pin, expecting to receive the payment.
The user pays by tapping the link and entering the UPI pin, expecting to receive the payment.
Mr. Abhishek does as he is told only to find that the money has been debited from his account instead of being credited.
Mr. Abhishek does as he is told only to find that the money has been debited from his account instead of being credited.
Mr. Abhishek does as he is told only to find that the money has been debited from his account instead of being credited.
Solution - Part Two
Solution - Part Two
Solution - Part Two
The user navigates through the menu
The user navigates through the menu
The user navigates through the menu
The user navigates to the feature by tapping on the banner or through the side menu
The user navigates to the feature by tapping on the banner or through the side menu
The user navigates to the feature by tapping on the banner or through the side menu
Enables Trusted Nominee and adds a Nominee
Enables Trusted Nominee and adds a Nominee
Enables Trusted Nominee and adds a Nominee
Once the feature’s enabled, users can send a request to one of their contacts.
Once the feature’s enabled, users can send a request to one of their contacts.
Once the feature’s enabled, users can send a request to one of their contacts.
The Nomiee request is sent(left), and Nomiee accepts the request(right)
The Nomiee request is sent(left), and Nomiee accepts the request(right)
The Nomiee request is sent(left), and Nomiee accepts the request(right)
The Nomiee request is sent(left), and Nomiee accepts the request(right)
Upon their request being accepted, they can set a Nominator Safety Limit. Any transaction exceeding this limit will require approval from the Nominee.
Upon their request being accepted, they can set a Nominator Safety Limit. Any transaction exceeding this limit will require approval from the Nominee.
Upon their request being accepted, they can set a Nominator Safety Limit. Any transaction exceeding this limit will require approval from the Nominee.
Nominee Accepting Request
Nominee Accepting Request
Nominee Accepting Request
The nominee receives the nominator's request with his details
The nominee receives the nominator's request with his details
The nominee receives the nominator's request with his details
Users can independently confirm payment details or ask the recipient about the Payment Incoming Notification. Recipients receive this notification when the sender exceeds their safety limit while sending the payment.
Users can independently confirm payment details or ask the recipient about the Payment Incoming Notification. Recipients receive this notification when the sender exceeds their safety limit while sending the payment.
Users can independently confirm payment details or ask the recipient about the Payment Incoming Notification. Recipients receive this notification when the sender exceeds their safety limit while sending the payment.
Nominee Approving Payment
Nominee Approving Payment
Nominee Approving Payment
The nominee receives a notification with transaction details
The nominee receives a notification with transaction details
The nominee receives a notification with transaction details
The nominee gets notified that the nominator is attempting a payment exceeding the safety limit. The nominee opens the notification and checks the transaction details.
The nominee gets notified that the nominator is attempting a payment exceeding the safety limit. The nominee opens the notification and checks the transaction details.
The nominee gets notified that the nominator is attempting a payment exceeding the safety limit. The nominee opens the notification and checks the transaction details.
User Two's Story After Solution
User Two's Story After Solution
User Two's Story After Solution
User saved from scam with Trusted Nominee Feature.
User saved from scam with Trusted Nominee Feature.
User saved from scam with Trusted Nominee Feature.
With Trusted Nominee enabled on Mr. Abhishek’s UPI app, his son receives a notification that his father is attempting to make a significant transaction. He finds it unusual and decides to inquire with his father, only to discover that he is being scammed. He declines the transaction and educates his father not to be deceived by such scams.
With Trusted Nominee enabled on Mr. Abhishek’s UPI app, his son receives a notification that his father is attempting to make a significant transaction. He finds it unusual and decides to inquire with his father, only to discover that he is being scammed. He declines the transaction and educates his father not to be deceived by such scams.
With Trusted Nominee enabled on Mr. Abhishek’s UPI app, his son receives a notification that his father is attempting to make a significant transaction. He finds it unusual and decides to inquire with his father, only to discover that he is being scammed. He declines the transaction and educates his father not to be deceived by such scams.
Metrics
Metrics
Metrics
Decrease in the number of wrong transactions every year.
Decrease in the number of UPI scams.
Decrease in the number of wrong transactions every year.
Decrease in the number of UPI scams.
Decrease in the number of wrong transactions every year.
Decrease in the number of UPI scams.
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