Money sent to the wrong person
Customers who asked for a reversal describe in an AI-moderated interview what the app told them and when; the payments team reads the themes, each quote traced to its transcript.
IndustryFintech
Fintech market research
See where a money app loses trust, from the identity check and first deposit to the product left unopened, and what customers check before moving a salary.
Stalled between sign-up and first deposit
Each request a money app makes, an ID scan, a selfie, a linked bank account, is a point where a cautious customer can stop.
Stalled users, uploaded from product data
Upload segments of people who stopped at the ID check, never funded an account or went quiet after one payment, and invite each to say where and why they stopped.
Each product line studied on its own
Recruit each product line, lending, cards, UPI, investing and payments, as its own group with its own profile and screener, since borrowers and people paying a friend check different things.
The checks before trusting it with a salary
Ask what a customer checks before moving a salary or savings in: the license, reviews from people like them, who holds the deposits, what happens if the company fails.
The world's most ambitious teams research with Pulse.
GrowwWhere confidence drops, stage by stage
A customer who stops at verification and one who never tries savings are making different judgments, and each needs its own reading.
ID scan, selfie, first deposit
Pulse groups what stalled customers said into themes, with the quotes behind each, so the owner of the ID scan or the first deposit reads the doubts that step raised.
Why the second product stays closed
Ask card users why they never opened the savings or investment product beside it. Where the answer is a belief, a hidden fee, a lock-in, a risk to their money, one screen may correct it.
The fix that reaches the most stages
Ship first the change that answers a doubt raised at several stages, such as a plain line on why the app asks for a selfie and who sees it.
How Pulse does it
Name the stalled stage
Invite users who stopped there
Locate the screen behind each doubt
Fix the doubt most stages share
Lending
Recent applicants, approved and declined, show where an application feels intrusive, which terms confuse and what makes an offer feel fair.
Credit cards
Cardholders say which benefits they value, which they ignore, and why a card moves to the back of the wallet.
UPI
Frequent and occasional users say which app they open first, what makes a payment feel safe and how a failed transfer lands.
Investing
First-time and experienced investors show what the product must explain and what prompts them to invest more.
Payments
Consumers and merchants show where checkout, onboarding, fees and settlement create friction, and what would make a merchant switch.
The method behind it
People hand a new app their identity documents, then their bank details, then their salary, and each step asks for more trust than the last. Onboarding research with recent sign-ups shows where verification feels intrusive and where it reassures. Activation research asks why accounts are opened and never funded, and cross-sell research why customers who use one product ignore the others. Regulation fixes some of what an app must ask and disclose, so findings should separate a requirement customers dislike from a design choice the team controls. Customer journey mapping ties these studies together, treating each trust decision, from the first download to the first salary paid in, as a stage.
Related
Trust gaps a money app can close
Salary at the old bank, spending here
Some people use a money app for spending and keep their salary at their old bank. A screener built on how people split their money finds them, and they tell the product team what would make the app their main account.
A genuine payment, blocked
Upload the customers whose genuine payment was declined and let the AI moderator build on each earlier answer and ask again after a vague one, so fraud operations reads which message, or which silence, sent them back to their old bank.
Money questions without a call
With nothing to book, a customer can take the interview in private, on a phone or a laptop, and describe debt or a fraud scare in their own time. Pulse redacts personal data from the transcripts the team reads.
In the language the money is managed in
A customer who manages money in Hindi or Tamil explains a worry more clearly in that language. Every Indian language can be run on request, and one study can run across several markets at once, with the findings back in one place.