Consumer Experiences & Outcomes

Research and insights for understanding and enhancing consumer interactions with digital financial services, building effective safeguards, proactive risk management, and creating inclusive user experiences for diverse populations

Showing 4 publications

Filter by Type

Features

Primary Data Collection (Qualitative)

Primary Data Collection (Quantitative)

Secondary Data Analysis

Software Coding, AI/ML or Prototyping

Policy Analysis, Argumentation, Actionable Recommendations

Building Guardrails for the Billion User Cohort

Curbing Scams in UPI: A White Paper on Facilitating Real-Time Reporting & Management (with the Data Security Council of India)

2024

Exploring pathways to enhance overall UPI system preparedness in tackling social engineering & other fraud

Building Guardrails for the Billion User Cohort

Building an Effective UPI In-App GRM for India’s Consumers

2024

Supporting low digital proficiency users in resolving their transaction-related issues within the UPI App

Mystery Shopping for Suitability & Transparency in Sale of Financial Products

The Costs of Using Buy Now, Pay Later (BNPL) Products

2022

To discover and document the costs Indian customers can incur in using BNPL

Mystery Shopping for Suitability & Transparency in Sale of Financial Products

How are Life Insurers Interpreting IRDAI’s Suitability Regulations?

2019

To examine how insurers have differently interpreted suitability formats prescribed by IRDAI in 2019