Troubleshooting
Use design to reduce errors, and when they do happen, show users you are there for them
Principles at a glance
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01
Design to prevent manual entry errors
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02
When mistakes do happen, be supportive
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Principles in action
Design to prevent manual entry errors
Principle 01
Sometimes, manual entries are unavoidable. Mistaking entry field labels, mistyping numbers and alphabets, and clicking too quickly and more are common errors that can lead users to lose trust, or worse, lose money. Good design makes it harder for these mistakes to happen, and flags them off when they do.
Principle 02
When mistakes do happen, be supportive
Technical and human glitches can happen. To the extent possible, automate resolution—especially for any money that has been debited from a user’s account but not sent successfully. Provide always-on help on completion screens for the rest.
Explore other moments in Digital Payments & Remittances
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Communicating value
Let users see how digital payments benefit them now and in the future
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Making a transaction
Help users overcome the fear of making a mistake, and strengthen their mental models of digital payments
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Tracking payments
Show users where their money is now, where it's been in the past, and where it could go in the future.
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Cashing in and cashing out
Help users easily cash in and cash out through trusted nearby agents
