Understanding Constrained Users’ Experience of UPI-Based Digital Payment Apps

Making UPI more accessible and intuitive for migrant workers, gig workers, and women.

Project Introduction

This project sought to generate industry-wide recommendations to make UPI-based digital payment applications more accessible, intuitive, and safe for constrained users such as migrant workers, gig workers, and women. The study, managed and coordinated by DIA, was funded by Dvara Research and implemented by the Centre for Social and Behaviour Change (CSBC), bringing together diagnostic, quantitative, and qualitative research methods to build a comprehensive picture of the usability barriers constrained users face within India’s fast-growing digital payments ecosystem.

Partners

Researchers

Project Methodology

The research began with a diagnostic phase led by CSBC, where DIA oversaw design finalisation to ensure identified socio-economic, design, and behavioural barriers aligned with the project’s strategic objectives. This was followed by a quantitative phase involving a structured survey with hundreds of respondents across WhatsApp Pay, Google Pay, PhonePe, and Paytm, and a qualitative phase of in-depth interviews with constrained users to deep-dive into usability testing, with tailored strategies to address participation challenges, particularly among gig workers. In the final synthesis and recommendations phase, quantitative and qualitative results were integrated into a report reviewed and validated to ensure recommendations were actionable, relevant, and industry-aligned.

Impact

The study produced practical, evidence-based guidance for service providers on enhancing usability, trust, and inclusivity in digital payment platforms for underserved populations. While the findings are not intended for public release, they offer industry stakeholders a clear roadmap for inclusive product design and an improved user experience for migrant workers, gig workers, and women navigating UPI-based payment apps in their daily lives.

Documentation

This project is currently in progress, and will be updated with findings as results arise.

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