Fourteen sessions in Marathi: what first-time UPI users taught me

Last year I sat next to fourteen people paying a bill on their phone for the first time. Here is what I wrote down.

Trust is a detail, not a badge

Nobody looked at our "100% secure" badge. Everybody looked for their own name.

Research in people's own language

In English, people were polite. In Marathi, they told me what they really thought of the app.

Three things I do now

1. Show people their own data before asking them to act.

2. Test in the language they think in.

3. Bring paper.