The UPI GRM Toolkit is a comprehensive resource for product and UX research enthusiasts and professionals to enhance user satisfaction for aggrieved users, streamline issue resolution processes, and elevate the overall user experience of UPI applications. It has been created to support anyone navigating the complexities of designing a GRM system within an application offering UPI services. It helps make informed decisions regarding the integration of the GRM into the application, with the objective of offering a seamless user experience.
This Toolkit contains insights and strategic design guidelines for the GRM section, and has been built keeping in mind the objective of enabling UPI users to identify and address their concerns effortlessly. The GRM focuses on self-resolution options that stand apart from options involving the raising of tickets through guided resolution steps. These self-resolution options have been created to avoid the need for raising tickets (a process that leads to customer support interactions that add costs to the system). These have been considered for transaction issues which are primarily technical issues or issues that need to follow a known standard procedure for redressal. For these issues, the process flow has been designed as an automated resolution experience that allows users to gain clarity about, and closure for transaction issues, independently and efficiently, without raising a ticket.
The Toolkit predominantly concerns itself with user issues related to transactions undertaken within UPI, whether or not the functionality of UPI payments is sitting in a standalone application or whether it is nested within another application such as a banking app or an e-commerce app. Issues unrelated to transactions, such as on-boarding issues, addition or removal of payment instruments, Aadhaar e-KYC related issues or sim-card related issues are to be dealt with based on the unique characteristics of each application environment and are outside the scope of this Toolkit.