Google Pay + Wallet

Context

My journey with digital payments took a challenging turn when I recently managed both my and my sister's savings—around five lakhs—in a single account. Confident in my budgeting skills, I relied on digital payments through UPI apps. But over time, the ease of these transactions led me to overspend, unintentionally depleting the savings. This personal experience highlighted the subtle behavioral shift digital payments can cause, pushing me to explore ways to support users in more mindful spending.

Design Challenge

In India, UPI has already established a seamless, cashless experience, and many users rely on it for everyday transactions. Introducing a digital wallet alongside UPI is an ambitious move, especially since wallet usage is largely a Western behavior. Indian users tend to prefer direct, bank-linked payments, with many feeling that a separate wallet adds complexity. However, I see an opportunity here to bridge this gap by tailoring Google Wallet for Indian users, focusing on trust, simplicity, and financial education.

User Research

To understand user behaviors and pain points, I conducted interviews with 15 users across different age groups and financial backgrounds. Key findings included:

• Users prefer direct bank transactions over wallets due to trust issues
• Many find wallet setup and maintenance cumbersome
• Users want better visibility into their spending patterns
• Security concerns are a major barrier to wallet adoption

Solution

Based on the research, I proposed several key features for Google Wallet:

• Simplified onboarding with bank verification
• Smart spending insights and alerts
• Budgeting tools integrated with UPI
• Enhanced security features with biometric authentication

This case study addresses the unique factors influencing Indian users' adoption of digital wallets. My goal is to create a solution that doesn't just provide convenience but actively supports healthier financial behaviors in an emerging digital economy.