The product that we chose was Google Pay payment application.

Primary research was conducted by

a questionnaire consisting of 11 questions. 164 respondents participated in the survey. The following
questions were asked:
1. Which payment app do you use as your primary payment method?
a. Google pay
b. Paytm
c. PhonePe
d. Others
2. Please rate ease of payment of Google Pay.
3. Please rate QR code scanning of Google Pay.
4. Please rate ease of transaction of Google Pay.
5. Please rate ease of seeing bank details of Google Pay.
6. Please rate rewards and cashbacks of Google Pay.
7. Should Google Pay be directly linked with an e-commerce platform how AmazonPay
(Amazon) and Paytm (PaytmMall) are linked for redeeming rewards on shopping / bookings?

a. Yes
b. No
c. Maybe
8. Are you likely to switch to another payments app for better rewards / cashbacks?
a. Yes
b. No
c. Maybe
9. Please choose an option regarding your experience with Google Pay customer care.
a. Positive experience, got my problem resolved quickly
b. Neutral experience, problem resolved with difficulty
c. Negative experience, problem unresolved
d. Never contacted customer care
10. Which features should Google pay focus more on to improve their usability?
a. Direct link with shopping sites
b. Discounts for using Google Pay
c. Exclusive coupons for minimum monthly credit
11. Please rate Google Pay on a scale of 1 to 5.
12. Please add any other comments about Google Pay.

Based on the responses, following observations were noted:

1. 75% of the respondents answered that Google Pay was their primary payment method,
which shows that Google Pay dominates the market being the most preferred payment
application.
2. 37.2% respondents faced issues with seeing bank details on Google Pay, which is a crucial
feature and a pain point.
3. Rewards and cashbacks of Google Pay have emerged as the weakest feature of Google Pay,
as 85.4% considered it unsatisfactory. 45.1% would switch to another payments app for
better rewards and cashbacks. This is significantly higher among all the features that we
assessed, making this feature a clear pain point.
4. 77.4% said Yes when asked whether Google Pay be directly linked with an e-commerce
platform for redeeming rewards, pointing that customers want this feature to be added, as
competitors such as Paytm have added this feature. This is an area for improvement.
5. Only 24.4% had a neutral or negative experience with customer care. 46.3% have never
contacted customer care, which highlights that the overall experience with the app has been
positive for most people.
6. When asked which features should Google Pay focus on, 52.4% responded with “direct link
with shopping sites”, 71.3% expressed that focus should be on providing discounts for using
Google Pay and 43.3% expressed that exclusive coupons could be provided to improve the
app. This again ties into the fact that other products have better discount and cashback
options, which can be probable threat.
7. A few separate pain points emerged from the comments left by respondents:
a. Concerns of trust and data privacy
b. Time of setting up was high
c. Failure of transactions
8. Overall, 56.7% rated 4 out of 5 and 23.2% rated 5 out of 5 for the product.