BRIDGING THE VISUAL GAP: USABILITY EVALUATION OF UPI SMARTPHONE APPS FOR USERS WITH VISUAL IMPAIRMENTS

The digital era has ushered in transformative technological advancements that have significantly impacted everyday life, especially for individuals with disabilities. Assistive technologies, such as screen readers and voice-over functions, have empowered visually impaired users to interact with smartphone applications, including digital payment platforms, which play a crucial role in facilitating their financial transactions. However, many of these applications still present usability and accessibility challenges that hinder seamless interaction. This study evaluates the usability of Unified Payments Interface (UPI)-based mobile payment applications—specifically Google Pay, PhonePe, and Paytm—among visually impaired users in India. A group of fifteen visually impaired participants engaged in structured usability tests, guided by standard accessibility guidelines. The goal was to identify design shortcomings and assess how effectively these applications accommodate the needs of users with visual impairments. Findings from the study indicate that, although accessibility features are present in these applications, notable issues persist in areas such as screen reader compatibility, inconsistent keyboard navigation, unclear labelling of buttons, and non-intuitive user interface elements. These barriers can create significant friction in the user experience for the visually impaired. Based on the results, the study offers targeted design recommendations to enhance the accessibility of digital payment applications. These insights aim to support developers, designers, and stakeholders in creating more inclusive digital financial tools, ultimately contributing to greater financial independence and digital inclusion for the visually impaired community.