Exploring design possibilities for illiterate and semi-literate people in India
Usability is a major problem in the mobile wallet sector. Illiterate and semi-literate people (referred to as "oral" users) find it difficult to adopt mobile wallets, which are text-heavy. However, oral users should not be ‘protected’ from the literate world because they must adapt to it. Oral abstractions and measurements should provide cognitive bridges linking oral users to the literate world, and support the acquisition of skills that are vital for successful financial inclusion. The goal of this study was to design a mobile wallet which can easily be used by oral people in India.