PACT Analysis on Khalti (digital wallet), Essays (university) of Systems Design

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AADARSHA MAN SHRESTHA | Assignment 1 | April 10, 2020

PACT Analysis Report

STW203CR-Designing for

Usability

PACT ANALYSIS

PACT Analysis is a system of analyzing a product or service under different aspects. This analysis helps

developers and designers to develop a successful product or service. Its main components are People,

Activities, Context and Technologies. Khalti Digital wallet is a mobile payment platform integrated with various

e-banking systems within Nepal. This report is a simple PACT analysis of this revolutionary application in the

Nepali Financial context.

1. People Analysis:

This product, since it incorporates many parties to complete a transaction of any sort, has a wide variation of

stakeholders. These can be divided into three main categories of stakeholders. There are various categories of

people who are the potential users of our app. The potential users of our app are as following:

 Students. The students are our users as most students are busy with their studies. For example, the

students from outside the valley studying in Kathmandu living alone in rented space. This is a definitely

a huge amount of students that could benefit with this easy to use digital wallet. Therefore, with the

khalti app, students can keep track of their expenditures and request funds easily if necessary from

their parents abroad or within the country.

 Working adults. The working adults are our users as most working adults are busy with the tasks that

they need to perform at work. For example, an employee who has many meetings to participate can

use the khalti app to quickly book services like vehicle servicing/ airline tickets groceries and so on and

also pay his utility bills from anywhere without having to waste time queuing up at places.

 Elderly. The elderly are our users as forgetfulness happens naturally when people are getting older

(National Institute on Aging 2017). Since forgetfulness is a common problem among the elderly, the

elderly can use the khalti app to pay for medications on time, they also don’t have to go places to top-

up their phones to connect with people when needed and so on.

1.2 PSYCHOLOGICAL ASPECTS: This aspect is responsible for determining the learning curve of the service i.e. the time taken and the complexity experienced by the users while learning to use the service. The people using this service would be educated enough to understand the working of e-banking systems, know how to use a smartphone and understand the process of payments of different services. The secondary and tertiary stakeholders also play a vital psychological role in the use and level of benefits this service would provide. Computer literacy is an important user characteristic that we have to take into account during the design of the UI. Based on the skillfulness of the users in computer literacy, we can layout our functions in different kind of complexity. More skillful users will be able to understand more complex layouts, which can help to improve the organization of data in the app and indirectly helps to improve the user’s productivity. Although the majority of the users are skillful in computer/smartphone literacy, a simple and directive UI will be the best, as it is suitable for both targeted groups of people. 1.3 SOCIAL DIFFERENCES: This platform of digital payment would have no social boundaries. People from any social background have equal access to the features of the service. The stakeholders of different levels would have different backgrounds but they will not be differentiated from the primary users because they themselves may also be one of the primary stakeholders when needed. The service will use English as the communication language as it is the most common communication language and makes it easy for foreign nationals who can actually use this service. Thus, this service is non-biased on the basis of social differences and open for all.

2. Activity Analysis The sole purpose of the development of this service is to bring cashless systems of payment in this country and enable various new opportunities for people and help support local innovations from anywhere in the world. It enables cashless transactions for any purchase or bill payment. It enables people’s financial mobility and digitization of the payment system of Nepal. It also helps people eradicate the need of being at a counter physically to pay some bills and waste hours in queue. All this will also allow users to track their expenditures through their month and years. Khalti is developed as more of a payment ecosystem rather than just a payment gateway. Allowing people to go cashless and have everything at the ease of a tap on their phone screens. Customer satisfaction and trust is the most important part of Khalti. Khalti incorporates various parties into its service for seamless processing, merchants, customers, financial institutions, and even policy makers to safe keep the transactions made using khalti. The actual transaction service works after the user creates an account and fills up the KYC form and all the details are properly verified. Merchant Payments : The transactions are the most important part of Khalti as a service. Merchant payments allows users to pay for different products or services bought from the internet without using hard cash and also having to be physically present at the site .Transactions if failed, the customers would be given a refund under 30 seconds. The transactions would also be regular since it is meant to replace cash. This does increase the risks of cyber threats, emergency situations may arise when cash is essential and similar cases because of the lack of supporting infrastructures surrounding the smooth operation of this product/service. The transaction process can be described by this figure below: **Transaction States

1. Initiated** It is the first state of a transaction. Transactions are initiated after mobile number and khalti pin along with other transaction details are provided.

Loading funds into the wallet: The users are provided with various options for adding funds to their wallet

which is the fastest way to use the service. Having funds already in your wallet is not a necessity because of

the integrated banking service but is definitely recommended. The users are provided with options of loading

funds through e-banking, debit/credit card, mobile banking, bank deposit, from a designated khalti shop and

request from another khalti user. They have different types of details to be filled according to the option

selected.

Remittance: Khalti also allows people to use remittance service straight from the phone. The sender does

need KYC verification to send money. The receiver can collect the money from designated agents of khalti by

showing the transaction pin they receive on their phones. The app also allows people to track the money

during the remittance.

Scan and Pay: Users also have the feature to use a scan and pay feature when presented the opportunity.

The merchant will have a QR code at their physical location and users can scan it to pay for the

product/service fast and easy.

3. Context Analysis

For all activities, there is always a context that the activity is happening under. The three categories of contexts

for the activities is mentioned below:

Physical Context:

 All of the activities are performed with the use of a mobile/stationary device with internet access.

 All of the activities can be performed in various places which include both indoor and outdoor such as

inside an office and outside on a park. When it is indoor, the brightness of the device should not be too

high to prevent discomfort towards the eyes. On the other hand, when it is outdoor, the brightness of

the device should be higher than its environment so that the user are able to look at the information

from the device clearly.

 All the activities can be performed when the user’s external body is in different condition such sweaty,

muddy, wet and etc. When the user’s hand is sweaty, it makes swiping the device’s screen difficult as it

is slippery and the device’s touchscreen are unable to detect the finger movement performed by the

user. Therefore, it is best to reduce the number of swiping interfaces in our app, or for all swiping

interfaces, include an equivalent action button.

Social Context:

 All the activities are supposed to be individual activities because of the sensitivity of the information and

since the activities include transactions of money.

 The passwords and other credentials should be entered safely and securely by the user.

 When transferring money either through remittance or bank transfer or even transfer to another khalti

user’s wallet, the credentials should be exchanged securely and only within the two involved parties or

there might be risk of a cybercrime.

 Users should be aware about social ethics and norms and be aware of the risks that this app carries,

for example tampering with other users khalti account if they get a chance to use their phones and vice

versa.

 The scan and pay activity should not take a long time since it is not considered comfortable while

paying for services at the physical location.

4.3 COMMUNICATION  Communication between the device and server: The device of the khalti user will be communicating with the khalti server wirelessly via the Internet. The server will use the user’s authentication to process any requests made by the user’s device. The app will also backup all the activities history on the khalti server orderly and user specified manner. Every time the user makes a request the app will communicate with the server and process the request after proper authentication.  Speed: The apps’ speed of processing requests will depend upon the internet connection speed the user has and also the traffic on the servers in cases of national emergencies when there is maximum load on the servers. Other than that the speed of the processing of simple requests like top-ups is under 1 minute. 4.4 CONTENT  App Updates: The user will be able to experience new features and security patches through various updates released on the appstores. Other news and some required content will be pushed continuously via the app itself, if the user is connected to the internet. The user will also receive email notifications if s/he chooses to do so on their activities and other news. The app will automatically synchronize with the servers to run the updates. These technologies have their fair share of pros and cons including cost of operations, lack of physical infrastructure, and so on. Technology changes every day and khalti also will keep updating their user experience with the change of times and technologies. Bringing affordable, easy to use and widely accepted digital payment ecosystem to the people of Nepal is the sole purpose of khalti and it always will be the goal of khalti.