01Payments · Accessibility

An inclusive Google Pay for low confidence users

An end-to-end payment framework that rebuilds digital confidence for first time, low literacy, and financially anxious users, turning a high-stress moment into a calm, protected one.

Role

Lead UI/UX Designer

Platform

iOS · UPI

Focus

Inclusion & trust

Scope

20 key screens

Overview

Google Pay is built for a broad, largely confident audience. But a huge segment of India - first-time smartphone users, low literacy users, and older adults - experiences every payment as a moment of real risk. I redesigned the flow around them.

✓A calm, high-contrast visual system that never rushes the user
✓Confirmation you can see and hear: voice, large text mode and safety messages
✓Forgiving recovery paths for fraud, failed payments, refunds, and disputes

The Problem

Paying is easy. Trusting it isn’t.

Every day, millions of people use digital payments. But for first-time or anxious users, the app can feel incredibly stressful. Tiny text, fast animations, and confusing confirmation screens don't offer much comfort. Without a clear way to undo a mistake, users are left with a constant fear of sending money to the wrong person or getting scammed, with no way to get their money back.

"When the checkout line is busy, I get so anxious that I'm going to accidentally type the wrong number or send the money to the wrong person."

A recurring anxiety from the users this project designs for

The Approach

Building trust into every tap

As the Lead UI/UX Designer, I managed this project from start to finish. I took it all the way from initial research and information architecture through to interaction design and visual prototyping. Everything I built was guided by two core ideas.

01User Control

Using smart friction to protect users

While scanning an unverified QR code, the app intentionally slow them down with amber risk alerts. This stops people from accidentally falling into a scam on impulse. By adding a deliberate speed bump right where it matters, I turned friction into a security feature instead of an annoyance.

02Trust design

Cleaning up the noise

Instead of forcing a complex layout on everyone, I designed a simple dashboard selector. Users who feel overwhelmed by busy apps can choose "Essential Mode." This instantly clears out the extra financial noise and focuses purely on basic payment tools with extra guardrails, making daily transactions feel completely stress-free.

Setting up with confidence

A calm, one-step-at-a-time onboarding flow that explains every security guardrail in on your chosen language before asking for any personal info.

7 screens

Setting up with confidence - Splash Screen — 01Splash Screen

Setting up with confidence - Regional Language Support — 02Regional Language Support

Setting up with confidence - Secure Payment Guarantee — 03Secure Payment Guarantee

Setting up with confidence - Phone Verification — 04Phone Verification

Setting up with confidence - Phone Verification - Filled — 05Phone Verification - Filled

Setting up with confidence - Verification Code — 06Verification Code

Setting up with confidence - Bank Account Linked — 07Bank Account Linked

Navigating the core spaces

A simple dashboard selector with two layout options: Essential and Standard. So the first-time users aren't overwhelmed by services they don't need yet.

3 screens

Navigating the core spaces - Choose Your Dashboard — 01Choose Your Dashboard

Navigating the core spaces - Essential Home — 02Essential Home

Navigating the core spaces - Standard Home — 03Standard Home

Designing for certainty

Every payment screen answers the user's biggest silent question "Is this safe?" by using clear recipient safety cards, large-text mode, and instant voice confirmation.

5 screens