Activity 2 - Human Computer

Interaction
COE17B022 Silambarasan
01 September 2020

I’ve considered Paytm application for this activity.

According to the Jacob’s law, user spends more time on other websites than your own, hence it is
important to introduce our new features without violating the mental model of the user. The successful
pushing of the unique selling points without violating the above model results in the hit of the product
among the users.
One such app which achieved the results partially is Paytm, an ecommerce payment platform.Basically
this platform achieves the function of paying a merchant from wallet and bank account linked, receiving
money, paying bills , recharge numbers.
ˆ Primality : The most frequently Used items are kept in the top row as the eye is accustomed
to view from the top.These are the primals which the user shouldn’t miss.There is also a provision
to suggest the most frequent transaction done. So that it can be done with easy

The above image indicates the most frequently used options of the
ˆ Recency : Remembering the account numbers of the LPG connection or electricity connection
number are very difficult and it is very important to do those transactions monthly. So when the
user wants to repeat the payment, the app basically helps to eliminate the efforts put in checking
the old receipts.

Here the image clearly shows the suggestions to the user based on the most recent transaction of
respective feature like mobile recharge, electricity bill payment.
ˆ Easy to learn : For the very reason paytm has been dominating the ecommerce payments do-
main.Very less technical knowledge is required to make use of the app. The app allows the user to
pay the merchant with a scan of the QR code placed. This eradicates the tedious process of typing
in the number by enquiring the person, so there is no human interference required to enable the
payment.
The scanning of QR code makes it easier to learn as it doesn’t involve much technical aspects
compared to the traditional net banking scenario.
ˆ Easy to remember how to use : The impact of the interactive GUI helps in easing out the
requirement of the efforts to remember the process of payment. Just a matter of a few touches the
payment is done which makes it less tedious and more enjoyable.

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ˆ Effective to use : This can be considered as the important factor which attracts more and more
users day by day. Based on my personal experience, it requires just 3 clicks to complete a whole
transaction and this can be done in a matter of 15-20 seconds on a good internet connection. This
makes it very effective in day to day usage as it eliminates the difficulty of the user waiting for the
change from the merchant.

ˆ They have played with the text colour perfectly. The flashing text, with high contrast which
creates a jarring effect is absent in this app. The colour scheme is selected in a way that it is
pleasant for the user. Paytm has maintained a rhythmic combination of dark blue (#002E6E)and
light blue (#00B9F1) and thematic arrangement of visual elements all over the app. The feel of
the app is more rigid and choppy rather than fluid, but it is consistent nonetheless. It also is used
in the sense of creating trust among the users as blue signifies trust. These factors result in an
enjoyable experience for the user. The trend on the number of users compared to its competitors
is a pretty good evidence of it. It can be inferred from the below graph. This ensures that the
consumer doesn’t leave the app with a bad impression or disappointment.

ˆ Error prevention : Paytm provides exceptional features to reduce the chances of wrong trans-
actions. Three important features are as follows :
– Recharging for a new number
– Money transfer to bank account
– Avoiding payments to numbers not on paytm
# Recharging for a new number requires to enter the mobile number along with the telecom
service provider and the region to which the mobile number belongs. The app is designed in
an effective way such that it suggests the network provider and the region by itself once the mobile
number is entered. It also provides provision to correct those details in case it is wrong.
# For the transactions involving the payment done directly into the bank account, the user needs
the bank account number, IFSC code of the branch and the bank branch of the recipient . Most
of the time the user receives all details except the IFSC code. It is a pain for the user to go and
search the IFSC code on the search engine using the bank name and the ranch name.
This application auto suggests the IFSC code based on the details entered eliminating the extra
efforts for the user in searching the IFSC code separately. Refe 1 in the next page for a
glimpse of this feature.
# Once the user enters the number to which he wants to transfer the money, the information
related to that number stored on paytm(if available) is displayed, which acts as a double check

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 Figure 1: The IFSC code suggestion explained in the previous page

and prevent the user from transacting to the non intended party.It plays a vital role in building
the trust among the user as it reduces the possibility of wrong transactions. Refer 2 in the next
page gives an example of information of the receiver is displayed once the number is entered.

Figure 2: Details of the user available on paytm for confirmation

ˆ Feedback : The user is kept informed about the stage in which he currently is in transaction.
The transition from one page to another clearly indicates the exact level he’s transaction, from
the payment intiatization to the payment confirmation. The feedback is given to the customer in
the form of the successful transaction number(on successful completion) or understandable error
message along with the failed transaction number.
ˆ Visibility : There is a clear distinction between the payment through scanning and paying, entering
the mobile number, payment to the bank account directly and other features of paying bills,
shopping.

The symbol signifies the sole function of just paying the merchant in two clicks rather than having
other options cluttered together. There is a good mapping between the control and its feature along
with its effect.

Now let me take you through some of the parts of the application which have a bad design and caused
problems for the user.
ˆ Though it is almost easy to use, it faces issues in accessibility of balance in the wallet.
Despite the authentication performed while entering the app(latest version being released 2 days
back), it is required to enter the password once more to view the balance, which by itself is
redundant. Hopefully paytm includes this feature, which in some cases can prevent the user from
the embarrassment in front of the merchant due to low balance for the given transaction.
When the user knows that the balance is low while entering the application, it provides an intima-
tion to topup the wallet soon.This feature is available in the competitors.

Figure 3: Paytm requires few more touches to view the balance while it’s competitors (airtel payments
bank) display it in the first page

Figure 4: The paytm app being cramped with feature, icons in small size whereas the competitiors (
YONOSBI ) achieves the same functionality in a simplistic fashion

ˆ The app has failed miserably in some niches where it violates the mental model of the user. Paytm
frequently rolls out the updates which include the change in layout. So this makes it difficult for
the user to accommodate the layout against the previously stored information about the application.
Once a user is accustomed to a layout he tends to recall the destination rather than recognizing,
this situation is caused due to the icons are small, the user tends to recall the position of the icon
rather than quickly scanning the UI and recognizing elements that the user interacts with.
ˆ Currently it feels like the app is pushing to do more than what is intended to do on paytm.This is
a cause of irritation for many users. It is a clear violation of the 7±2 rule .The font size is also
considerably low range contributing to the eyestrain of the users, which can be improved.

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White space which is also called the negative space in HCI perspective acts as a spacer or
it acts as a grouper. The white spaces aren’t managed well because of the jamming of the multiple
features into the welcome page. Many applications have managed to achieve the same functions
using relatively simple pleasing design.
Refer to the fig.4 where YONO SBI application having a simple layout with same functionalities.