4.2 Problem Identification

Problem Definition

The initial level of the tree is accessed when users tap on “UPI Help” in Section 3.3.

Level 1 focuses on capturing the primary context of the issue. It is structured as follows:

1. Sending Money: Addresses issues related to sent transactions; encompassing failed transfers, transactions in progress, or incorrect transfers.
2. Receiving Money: Deals with issues concerning incoming transactions, including those not yet received.
3. Unknown Transfers (Debits or Credits): Covers issues related to unidentifiable or unauthorised debits or credits from or to the user’s bank account.
4. Others: Addresses miscellaneous issues such as mobile number linking issues, issues with on-boarding, new payment instruments, or KYC-related queries.

Each category is presented as a selection along with a concise description that clarifies the options within that category.

Based on user preferences revealed in our research, it is recommended to have an option for audio playback of the label and description, as illustrated. This feature caters to users who prefer listening over reading text.

In parallel, across all levels of the tree, the user is offered the option to both speak to as well as chat with a service agent (in the latter case, this is usually a chatbot). This allows for a handover to the agent of all relevant data from the user’s navigation of the tree till the said level. The agent then guides the user through the rest of the tree.

UX Guidelines

✅ DO

1. Provide affordance to ensure each option is clickable and can be used for navigation
2. Try to limit all options above the fold
3. Ensure that buttons to connect with an agent through call and chat are easily identifiable
4. Use the icon recommended for playback of content

❌ DO NOT

1. DO NOT have buttons to select from, that are separate from the title and description.
2. DO NOT allow the options to carry below the fold
3. DO NOT use colours that influence the user at this level

UX Glossary