Paisy : a mobile banking experience for Indians with limited digital literacy

Abstract

While India is aiming to rapidly transform from a cash-only to a cashless and digital economy, people with low digital literacy, especially middle-aged adults in India who matured in the pre-smartphone period, find it difficult to switch to digital payments and digital banking. Although banks and private companies have created mobile payment solutions to enable cashless banking, these solutions seem to be designed only for digital natives, i.e., the young and digitally literate population. These solutions do not address the needs of novice digital users having limited digital literacy. I have therefore designed a mobile banking experience intended to empower middle-aged Indian adults with limited digital literacy to use mobile banking independently and confidently.