Conceptual / Self (Google Pay)

2021

Product Design
User research
Prototyping
Systems Thinking

OVERVIEW

A passion project stemming out of a personal experience, I explored possibility of paying digitally (via UPI technology) in an offline mode, where the system will leverage on device google wallet for transactions.

STORY TIME

During my travel to Spiti, Himachal Pradesh, my friends and I faced transactional issues throughout the journey due to poor internet connection and lack of ATMs. Sometimes transactions failed due to server disconnection.

This begged a question, in case of lack of cash in hand, can Google Pay and UPI transaction become more reliable? Can UPI work offline and without internet?

"Fast forward, Google Pay did introduce an offline payment feature in 2023 using UPI Lite service, so one can say I predicted this feature a couple of years in advance. 😎"

WHAT DATA SAYS

From these findings, the next step was to decode the problem statement.

Metropolitan cities have UPI/QR code digital payment facility at almost every major shop and for retail purchases. Street vendors and hawkers in Delhi, Mumbai and Bangalore also have availability of digital payment through QR Code scans.

Shopkeepers & hawkers cities use PayTM's pocket soundbox and use PayTM more than Google Pay for it provides an audio cue. Reliability of Google Pay is always the reason given by shop/business owners.

Consumers mostly form the customer base of Google Pay user (Tier 1 cities) and they enjoy and laud the simple user interface of google pay.

The pandemic and demonetisation acted as a catalyst for an increase in digital payments across India digital transactions by manifolds.

RBI’s Transactional data indicates that over 50% of UPI transactions are less than Rs 500, however these low - value transactions utilises significant resources.

Older generation prefers using Paytm or google pay as they find its interface easy to learn.

STATE OF OFFLINE UPI

Research revealed that the Reserve Bank of India was testing out a pilot scheme under which offline UPI transactions was processed through USSD (Unstructured Supplementary Service Data) visualized below.

The infamous USSD (Unstructured Supplementary Service Data) interface

Offline UPI has been developed by the govt. to alleviate server load and make online transactions in weak internet connectivity situations.

Problem

However, awareness for this feature is low.
You have to switch app, an extra flow in using UPI journey - to use USSD interface rather than to use your go-to UPI app.
You are required to enter the recipient’s number even if have it saved in your contact list.
USSD interface is not the best nor the fastest way to conduct transactions.

WHY WAS RBI EXPLORING OFFLINE UPI PAYMENTS?

Since according to RBI's data, 50% of the transactions are below Rs. 500, and that takes a toll on the servers which results in a rise of transaction failures. The free UPI model does not recover cost of investments in infrastructure.

"Introducing offline UPI will help reduce failed transactions, as the servers will experience substantially less load."

But how might we achieve that?

PROBLEM STATEMENT

Offline UPI payments had to be done through an easier medium, and what else could be better than our go-to UPI app.

01

Need to alleviate load from the UPI transaction servers to help reduce failed transactions.

02

Need an alternative to USSD interface as it is not a great user experience.

03

Integrated offline UPI into Google Pay app seamlessly keeping points #1 and #2 in mind.

04

Security layers to be considered when paying via Offline UPI to build redundancies against exploitation.

DEFINING THE SOLUTION

I chose the path of introducing a wallet system that would be device-locked, so as to tackle security and exploitation concerns.

Some key advantages of wallet system:

Integration to other apps is seamless as Wallet systems are usually used for automated payment (OLA cabs linked with PayTM Wallet for quick payment in the background).
People prefer using mobile e-wallet payments as they are faster and requires minimal user input to make successful payment.
Money kept in e-wallet systems acts as a cash reserve for the users and the companies offering the wallet system, sort of a mini-bank.

VALUE PROPOSITION

Enhance : What does it bring new value to?

Addition of Google Wallet.
UPI based transactions in weak-internet zones through offline UPI.
Offline UPI incorporated in a familiar interface.

Replace : What is it replacing?

Carrying of Cash in no internet zones.
Anxiety of failed transaction as load on UPI server gets lifted.
Offline UPI USSD interface.

Reuse: What does it build upon?

Existing GUI of Google.
Existing ML of Google.
Paying known contact through the Google Pay's list.

Limit: What could be the limiting angle?

Users might need to get used to the wallet feature in Google Pay.
Users might be required to be educated that they can pay via UPI despite having no internet.

User flow of transactions between buyer and seller

Assumptions

API exists for MNO (Mobile Network Operator) to have USSD gateway for Google Pay.
Google Pay is having a Wallet feature.
KYC of Customer for GPay wallet is complete.
Wallet has balance and is active.
Payment is less than One time transaction limit.
User is aware of offline wallet transaction feature.
Other Card details for online transactions is also added.
Cash payment is not considered.

Constrains

Rs. 1000 limit transaction per day for Offline payment.
Rs 500 transaction at a time.
Cannot top up wallet mid-transaction.
Google Pay’s UI doesn’t need overhaul.
App chooses to prefer wallet transactions over UPI for amount less than Rs 500.
App auto-switches to UPI if wallet balance is lower than amount entered.
App sends notification to top-up wallet balance after the transaction is completed successfully.

Considerations

Online/Offline switch is not a manual toggle. It will detect network status and switch mode of payment accordingly.
Top-up wallet alert NOT to be notified during the middle of a transaction.
Use of Online UPI is less.
Authentication with PIN is not required with wallet transaction.
Push notification for wallet top-up not during transactions.
Amount to be added to wallet only via UPI when online with internet

APP LOGIC AND FLOW

PROTOTYPE AND DESIGN

I designed the screens by keeping Google's GUI in mind and kept a familiar feeling of the existing app. This approach was ought to bring quality to the user experience, where key characteristics of Google Pay like ease of use and convenience will be of utmost importance.
Offline UPI is designed to integrate in a Google way - Smart.

Effortless and quick transactions via Google Wallet.

Easy switch to Google Wallet and top-up.

No internet? No worries!
Pay with Google Pay Offline UPI.

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