How to Implement
Guidance
Standardize minimum user experience.
The Inclusive IPS provides concrete guidance to DFSPs on the user interface and experience to make the payment journey consistent for end users regardless of the DFSP where they have their wallet or account. An essential user experience would include easy to navigate USSD menus or app windows, a visible link to lodge or to report a fraudulent payment. This may also include guidelines on the use of the Inclusive IPS brand.
Integrate learning moments into user journey.
DFSPs integrate learning moments such as describing benefits of digital payments and fraud awareness, into the user interface and payment journey.
Design user experience for women.
DFSPs design the user interface and experience to specifically address challenges women face in interacting with digital user interfaces with special consideration for low literacy (including digital literacy), low connectivity, and feature phones. The interface should use simple local language most likely to resonate with women, common colloquialisms, iconography, audio, and video. The design should reflect feedback and testing with women end users.
Why It Matters
Effective UI makes the Inclusive IPS more useful, accessible, and trustworthy for all end users reducing transaction mistakes and increasing confidence, especially for underserved communities that are less familiar with digital tools or may not speak the dominant language.
Seeing More Clearly
Select a lens to learn the “why” this practice.
Women’s Inclusion
Women are more likely to face structural barriers to education, and as a consequence may experience lower levels of basic, digital, and financial literacy. They thus stand to benefit from intuitive and thoughtfully designed interfaces that consider their specific needs.
Fraud Mitigation
A user interface that designed to help users reduce transaction mistakes and to be alerted to potential fraudulent activities (and have access to remediation mechanisms) increases users’ confidence and trust in the Inclusive IPS.
Tools
Design Guides
Dig into how to implement each of the practices.
Integrating Learning Moments
Recommendations for types of information that could be included in embedded learning moments, alongside illustrative market examples.
Review Integrating Learning MomentsAn Imperative for End-User Co-Design
Summary of existing resources related to embedding users into the design process for digital public infrastructure generally and Inclusive IPSs specifically.
Review An Imperative for End-User Co-DesignEmbedding Personal Safety Features into User Interface
Resources for ensuring that women have adequate safety protections within a DFSP user interface.
Review Embedding Personal Safety Features into User InterfaceUser Interface Attributes
Overview of key user interface attributes and illustrative market examples.
Review User Interface AttributesPIX Minimum Requirements for User Experience, Version 7.0
These are the user experience rules for financial institutions participating in Pix
Review PIX Minimum Requirements for User Experience, Version 7.0Generic payments scheme rulebook categories and example table of contents
A generic scheme rules that IIPS operators can use to build their own rulebook
Review Generic payments scheme rulebook categories and example table of contentsMarket Illustrations
Learn from design choices in action.
Hello! UPI in India
Country
India
Challenge
Many potential users of India’s UPI services are constrained by their low literacy, which prevents them from effectively using digital payment apps.
Outcome
The Hello! UPI protocol allows developers to easily incorporate support for multiple languages into their app, reaching users with lower literacy in their preferred language.
End User Interface and Notifications Requirements: Pix
Country
Brazil
Challenge
UI interface and notifications are key components of the Inclusive IPS end user experience, and disparate experiences across providers can impact trust in the Inclusive IPS ecosystem as a whole.
Outcome
The standardization of the user experience is one of the design decisions made by Brazil’s Pix that has contributed to its wide adoption.
Related Resources
From the Community
Helpful resources from other organizations on implementing this practice.
Explore more practices
Review other L1P practices and learn more about how to apply them to your IPS.
