Problem Statement
For seniors who use UPI apps, common tasks such as sending, receiving, or scanning payments are difficult at critical moments (like entering amounts, confirming recipient identity, or scanning QR codes) because the interfaces are cluttered, language is technical, and confirmations are weak. As a result, they fear making irreversible errors or being defrauded, which leads to hesitation, slower task completion, or complete avoidance of digital payments.
Shortened HMWs
HMW simplify the core tasks (send, receive, scan) so seniors don’t feel overwhelmed?
HMW reassure users that they’re paying the right person and the right amount before confirming?
HMW make PIN entry and security steps easier without reducing safety?
HMW design confirmations that clearly build trust and remove fear of mistakes or fraud?
Interview Script – UPI App Usability for Seniors
Objective:
Understand how elderly users interact with UPI apps (Google Pay), including sending/receiving money, scanning QR codes, entering PINs, checking balance, and reviewing transaction history. Identify pain points, emotional responses, and workarounds.
Introduction (5 minutes)
Welcome participant, explain purpose:
Ask for consent to take notes or record (if needed).
Clarify they can skip any questions if uncomfortable.
Warm-up Questions (5 minutes)
Which smartphone apps do you use regularly?
Have you used a UPI app before? Which one(s)?
How comfortable do you feel using apps for payments or banking?
Task-Based Questions – Core Flows
1. Sending Money (10 minutes)
Walk me through how you send money to a family member or friend.
How do you choose the recipient (phone number, UPI ID, saved contact)?
How confident are you that the money reaches the right person?
How do you check the amount before sending?
Do you ever hesitate or get anxious before confirming the payment? Why?
What would make this process easier or less stressful for you?
2. Receiving Money (5–7 minutes)
How do you know when someone sends you money?
Have you used the “Request Money” feature? How easy or hard is it?
Do you ever get confused between receiving and requesting money?
What would help you feel confident that money has been received?
3. Scan & Pay (10 minutes)
Have you used QR code scanning to make a payment?
How easy or difficult is it to scan a QR code?
What do you do if the QR code is small, poorly printed, or there are multiple QR codes?
How do you know the payment is going to the right merchant?
Do you feel nervous or anxious during this process? If yes, why?
What would make Scan & Pay easier and safer for you?
4. PIN Entry & Security (5–7 minutes)
How do you feel when entering your UPI PIN?
Have you ever made a mistake or been unsure while entering the PIN?
Do you feel safe using PINs on your phone?
What could make this step easier and more reassuring?
5. Balance Check & Transaction History (5–7 minutes)
How do you usually check your account balance in the app?
Is it easy for you to find and understand the balance information?
How often do you check your transaction history?
Do you find transaction details clear (amount, recipient, date, reference)?
Have you ever been confused by technical terms like “debit,” “credit,” or UPI Reference ID?
What would make reviewing your balance and transactions simpler and more trustworthy?
6. General Experience & Suggestions (5 minutes)
Which part of the app do you like the most?
Which part do you like the least or avoid?
Have you ever avoided using the app for fear of mistakes or fraud?
If you could change one thing to make the app easier and safer for you, what would it be?
Observation Notes
Note any hesitations, repeated attempts, or confusion during tasks.
Record emotional responses (nervous, frustrated, relieved, confident).
Capture any workarounds, like asking children for help.
UPI App Usability Research Report – Seniors (60+)
App Studied: Google Pay
Participants: 6 seniors (ages 60–72)
Research Method: Semi-structured interviews + task-based observations
Researcher: [Your Name]
Date: [Insert Date]
1. Research Objective
The purpose of this research is to understand the usability challenges that senior citizens face when using UPI apps, specifically Google Pay. The study focuses on core payment tasks, including:
Navigating the home screen
Sending money
Receiving money
Scan & Pay (QR codes)
Entering PINs for authentication
Checking account balance
Reviewing transaction history
The goal is to identify pain points, emotional responses, and usability obstacles that seniors experience, in order to inform redesign recommendations that improve simplicity, trust, and confidence.
2. Participant Profiles
| Participant | Age | Occupation | Tech Experience | UPI Experience | Key Notes |
| ----------- | --- | ----------------- | --------------- | -------------- | ------------------------------------------------------------ |
| P1 – Ramesh | 68 | Retired Principal | Moderate | Occasional | Hesitant with Scan & Pay, checks amounts repeatedly |
| P2 – Meena | 62 | Homemaker | Basic | Limited | Avoids QR codes, relies on children for guidance |
| P3 – Sunil | 70 | Retired Clerk | Moderate | Frequent | Confused by multiple QR codes, small text |
| P4 – Anita | 65 | Retired Teacher | Basic | Occasional | Struggles with PIN entry, prefers step-by-step guidance |
| P5 – Harish | 72 | Retired Engineer | High | Frequent | Confident with basic send/receive, anxious with new features |
| P6 – Sushma | 60 | Homemaker | Basic | Limited | Prefers cash but wants independence with digital payments |
3. Methodology
Conducted semi-structured interviews (30–45 mins each).
Task-based observation: Participants were asked to complete key UPI tasks while researcher noted errors, hesitation, and workarounds.
Data captured: Observations, quotes, emotional responses, and usability issues.
4. Task-Based Findings
Task 1: Home Screen Navigation
Goal: Quickly access core functions (Send, Receive, Scan & Pay)
Observations:
Participants tapped the wrong icons 2–3 times before finding the correct function.
Promotional banners distracted users.
Participants scrolled unnecessarily, thinking options were hidden.
No clear visual hierarchy for core actions.
Pain Points: Cluttered interface, unclear labels/icons
Emotional Impact: Frustration, confusion, anxiety
Participant Quotes:
“I keep tapping everywhere. Where is the send button?” – Ramesh
“I see so many offers. I don’t know where to go.” – Meena
“I wish there were just three big buttons for what I need.” – Sunil
Redesign Implications: Highlight three core functions with large, high-contrast buttons; reduce non-essential content; improve visual hierarchy
Task 2: Send Money
Goal: Transfer money safely to a known recipient
Observations:
Hesitated selecting the correct recipient; misread small text for UPI ID.
Entered wrong amount once or twice before double-checking.
Multiple confirmation screens caused uncertainty.
Pain Points: Risk of wrong recipient/amount, technical jargon, lack of pre-PIN confirmation
Emotional Impact: Anxiety, fear, hesitation
Participant Quotes:
“I can’t be sure this is the right person; I have to call my son to check.” – Anita
“I almost typed ₹5000 instead of ₹500. My hands shook.” – Ramesh
“I don’t understand what VPA is; why can’t it just show the name?” – Meena
Redesign Implications: Step-by-step flow; clear recipient verification; large numeric keypad; pre-PIN visual confirmation; plain-language instructions
Task 3: Receive Money
Goal: Confirm incoming funds and access them
Observations:
Confused between “Request Money” vs “Money Received.”
Missed app notifications, relied on SMS alerts.
Tapped around to check balance for verification.
Pain Points: Unclear system feedback, multiple flows
Emotional Impact: Uncertainty, dependence
Participant Quotes:
“I thought I had to press something to get the money, but it just appeared.” – Harish
“I don’t know if it’s gone to my account or somewhere else.” – Anita
“Sometimes the app doesn’t show anything; I wait for SMS.” – Sunil
Redesign Implications: Explicit confirmation of received money; prominent notifications; simplified flows; visual + audio cues
Task 4: Scan & Pay (QR Codes)
Goal: Pay merchants safely using QR code
Observations:
Shaky hands caused repeated scan failures.
Multiple QR codes on counters created hesitation.
Participants unsure if scanned code corresponded to correct merchant.
Tilted phones repeatedly to get QR code recognized.
Pain Points: Difficult scanning, fear of fraudulent codes, unclear merchant verification
Emotional Impact: Anxiety, avoidance, hesitation
Participant Quotes:
“Which QR do I scan? There are too many.” – Sunil
“I don’t want to scan the wrong one and lose money.” – Meena
“It took me five tries to get it to work; I almost gave up.” – Ramesh
Redesign Implications: Large scanner interface; display merchant info before payment; retry option; anti-fraud visual cues
Task 5: PIN Entry
Goal: Authenticate transactions securely
Observations:
Small keypad led to mistypes.
Participants paused, unsure if correct.
Hesitated to retry after mistakes.
Pain Points: Stressful input, errors, lack of guidance
Emotional Impact: Nervousness, lack of confidence
Participant Quotes:
“I feel tense typing the PIN; I might press wrong numbers.” – Anita
“I want the dots to appear bigger so I know I pressed correctly.” – Harish
“I hesitate before pressing OK because I’m afraid it won’t work.” – Meena
Redesign Implications: Larger keypad; visual feedback; optional voice guidance; retry without penalty; tactile/audio confirmation
Task 6: Balance Check
Goal: Verify available funds before sending money
Observations:
Balance info buried under offers/ads.
Small font hard to read.
Multiple numbers (wallet, bank, rewards) caused confusion.
Pain Points: Cognitive load, hard to locate key info
Emotional Impact: Frustration, uncertainty
Participant Quotes:
“I just want to see how much I have. Why is it hidden?” – Ramesh
“I keep tapping around to find the balance; it’s stressful.” – Sunil
“I don’t know which number is mine; there are too many.” – Meena
Redesign Implications: Prominent balance display; high-contrast, large font; minimize non-essential info; separate wallet/bank/rewards clearly
Task 7: Transaction History
Goal: Review past payments and receipts
Observations:
Technical terms like “VPA Reference ID,” “Debit/Credit” confusing.
Small font made reading difficult.
Difficulty distinguishing success vs failure.
Pain Points: Complex terminology, poor readability, unclear success/failure
Emotional Impact: Confusion, fear of missing errors, dependence
Participant Quotes:
“I don’t understand all these numbers; I just want to know who sent me money.” – Meena
“I wish it just said paid/received and the name.” – Anita
“The text is tiny; I can barely read it.” – Harish
Redesign Implications: Simplified transaction list; plain language; color-coded success/failure; large font; optional audio confirmation
5. Key Insights
Seniors experience the most difficulty with Scan & Pay, Send Money, and PIN entry.
Emotional blockers: fear of mistakes, anxiety about fraud, and lack of confidence.
Trust, reassurance, and simplicity are critical design levers.
Seniors benefit from step-by-step guidance, visual/audio confirmation, and minimal clutter.
Detailed Task-Based Persona – Senior UPI User
Name: Anita Sharma
Age: 65
Occupation: Retired Teacher
Tech Experience: Basic (WhatsApp, calls, occasional browsing)
UPI Experience: Occasional Google Pay user
Primary Goal: Use UPI apps independently, safely, and confidently for sending, receiving, and managing money.
1. Background & Context
Lives independently but sometimes relies on children for digital guidance.
Wants independence from cash payments.
Prefers step-by-step guidance, large fonts, and simple interface.
Often hesitates or double-checks actions, especially financial transactions.
Motivated by a desire to manage personal finances without errors or delays.
Experiences anxiety about digital payments due to fear of mistakes, fraud, or PIN errors.
2. Detailed Task-Based Observations
| Task | Goal | Detailed Observations | Pain Points | Emotional Impact | Quotes |
| ---------------------- | ------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------- | ------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------- |
| Home Screen Navigation | Access core functions (Send, Receive, Scan & Pay) | - Confused by banners, promotional icons, and multiple options.<br>- Scrolled unnecessarily, thinking functions were hidden.<br>- Tapped wrong icons 2–3 times. | Cluttered interface, small/unclear icons, poor visual hierarchy | Frustration, anxiety, confusion | “I keep tapping everywhere. Where is the send button?” – Ramesh<br>“I see so many offers. I don’t know where to go.” – Meena |
| Send Money | Transfer money safely to known recipient | - Hesitated selecting recipient.<br>- Misread small text for UPI ID.<br>- Entered wrong amount once or twice.<br>- Multiple confirmation screens caused uncertainty. | Risk of wrong recipient/amount, technical jargon, pre-PIN uncertainty | Fear, hesitation, nervousness | “I almost typed ₹5000 instead of ₹500. My hands shook.” – Ramesh<br>“I don’t understand VPA; why can’t it just show the name?” – Meena |
| Receive Money | Confirm incoming funds | - Confused between “Request Money” vs “Money Received.”<br>- Missed in-app notifications, relied on SMS.<br>- Some tapped around to check balance. | Unclear flow, reliance on SMS, multiple steps | Uncertainty, mild stress, dependence | “I thought I had to press something to get the money.” – Harish<br>“I don’t know if it’s gone to my account or somewhere else.” – Anita |
| Scan & Pay (QR) | Pay merchants safely | - Shaky hands caused repeated failures.<br>- Multiple QR codes at counters caused hesitation.<br>- Unsure if scanned code matched the merchant.<br>- Tilted phone repeatedly. | Scan difficulty, fraud risk, unclear merchant verification | Anxiety, avoidance, hesitation | “Which QR do I scan? There are too many.” – Sunil<br>“I don’t want to scan the wrong one and lose money.” – Meena |
| PIN Entry | Authenticate transactions | - Small keypad caused mistypes.<br>- Hesitated before pressing OK.<br>- Some forgot PIN temporarily. | Stressful input, fear of errors, lack of feedback | Nervousness, lack of confidence | “I feel tense typing the PIN; I might press wrong numbers.” – Anita |
| Balance Check | Verify available funds | - Balance buried under offers/ads.<br>- Small font, multiple numbers (wallet, bank, rewards).<br>- Scrolled to find correct number. | Hard to locate key info, cognitive load | Frustration, uncertainty | “I just want to see how much I have. Why is it hidden?” – Ramesh |
| Transaction History | Review past payments | - Technical terms like “VPA Reference ID” confusing.<br>- Small text, hard to distinguish success/failure.<br>- Difficulty finding specific transactions. | Complex terminology, poor readability | Confusion, fear, dependence | “I wish it just said paid/received and the name.” – Anita |
3. Goals & Motivations
Safety & Trust: Ensure transactions are secure and accurate.
Independence: Minimize reliance on children or relatives.
Simplicity: Reduce cognitive load and unnecessary steps.
Clarity: Easily readable information with plain language.
Reassurance: Clear visual/audio confirmations for all critical actions.
4. Detailed Empathy Map
QuadrantInsightsSays“I don’t want to make mistakes with my money.”
“Which QR do I scan? I’m afraid it might be wrong.”
“I just want to see my balance quickly.”
“I keep checking if I pressed the right button or entered the correct amount.”Thinks“Am I sending to the right person?”
“What if I make a mistake with the PIN?”
“I wish it was simpler; I get confused with all these options.”
“I hope my money doesn’t get lost or go to the wrong account.”DoesHesitates before confirming transactions, double-checks amounts, asks children for help occasionally, scrolls/taps repeatedly to locate functions, attempts multiple scans for QR codes, pauses after PIN entry.FeelsFear, anxiety, confusion, frustration, lack of confidence, dependence on others, occasional relief after successful confirmation.
5. Design Implications (Mapped to Tasks)
TaskDesign ImplicationsHome ScreenSimplify layout; highlight core actions (Send, Receive, Scan & Pay) with large, high-contrast buttons; remove promotional clutter.Send MoneyStep-by-step guided flow; clear recipient verification (photo + name); pre-PIN confirmation; large numeric keypad; plain language.Receive MoneyProminent notifications; explicit confirmation of received money; minimal steps to access funds; visual + audio cues.Scan & PayLarge, forgiving scanner; display merchant info before payment; retry button; anti-fraud visual cues; optional manual entry.PIN EntryLarger keypad; visual and audio feedback during input; retry without penalty; optional voice guidance.Balance CheckProminent display on home screen; high-contrast, large font; separate wallet, bank, and reward balances.Transaction HistorySimplified transaction list; plain-language labels; color-coded success/failure; large font; optional audio confirmation.
Outcome
A rich, task-based persona and empathy map for senior UPI users.
Clear mapping of tasks → pain points → emotions → redesign implications.
Provides a solid foundation for Phase 2 (Define): problem statements, HMW questions, and flow redesign.
Directly informs wireframing and prototyping, ensuring seniors’ confidence, trust, and ease of use are prioritized.