Goodbye, BHIM | When Finding "Scan & Pay" Becomes a Daily Challenge
The most-used feature should be the easiest to find.
Published 07 July 2026
By Nayakanti Prashant
3rd Gen Banker & Citizen Lobbyist – Bengaluru
Advocating Digital Transactions Day (April 11)
Introduction
Recently, I decided to use NPCI BHIM as my primary UPI
application to experience it as an everyday user and document my observations
along the way.
One particular aspect of the user experience stood out almost
immediately.
This article shares that observation in the spirit of
constructive feedback and continuous improvement.
The ultimate destination is April 11 (UPI Birthday) – Digital Transactions
Day. And in this journey and beyond, hope NPCI joins the spirit of the
Observance.
This only is a temporary BYE.
A few weeks ago, I wrote a blog titled "I Am Back, NPCI
BHIM | Where My Next UPI Journey Begins."
The objective was simple.
Use BHIM as my primary UPI application.
Experience it as an everyday user.
And share observations along the way.
Today, my first observation has led me to pause that journey.
A Positive Beginning
There was a lot to appreciate.
The refreshed interface felt modern.
The cashback experience was thoughtfully redesigned.
UPI Lite integration was useful.
The overall direction of the application appeared encouraging.
That made me optimistic about using BHIM as my everyday UPI
app.
Then Came My Daily Habit
Like millions of UPI users, my most frequent action is simple:
Scan and Pay.
Whether it is a neighbourhood store, a restaurant, a parking
ticket or a small merchant, QR payments have become second nature.
After using BHIM for a few days, I noticed something
unexpected.
I found myself searching for the Scan & Pay option more
often than I expected.
The large QR button at the bottom certainly exists.
But for my usage pattern, the primary payment journey did not
feel immediately discoverable.
This Is Not About Features
BHIM already offers an impressive range of capabilities.
Bank Account UPI.
UPI Lite.
Bill Payments.
AutoPay.
Cashback.
The issue, at least from my perspective, is not functionality.
It is discoverability.
The most frequently used action should require the least
amount of thinking.
One Everyday User's Observation
This is not a criticism of BHIM.
Nor is it a comparison with any other UPI application.
It is simply one user's experience after attempting to make
BHIM the primary app for daily payments.
Good user experience is often defined not by how many features
an application offers, but by how naturally users find the feature they need
most.
For me, that feature is Scan & Pay.
Looking Ahead
I genuinely appreciate the improvements made to BHIM and hope
the application continues to evolve.
If the everyday payment journey becomes even more intuitive, I
would be happy to revisit the app in the future.
Until then, my BHIM experiment pauses here.
Sometimes the most valuable feedback comes not from complex
feature requests, but from a simple everyday observation.
The most-used feature should be the easiest to
find.
Disclaimer
This article reflects my personal user experience after using
NPCI BHIM for everyday UPI transactions. It is intended as a constructive
usability observation and should not be interpreted as a product review,
comparison or criticism of NPCI BHIM or any other UPI application.
The Joy of Digital Transactions
Nayakanti Prashant
3rd Gen Banker & Citizen Lobbyist – Bengaluru
Advocating Digital Transactions Day (April 11)
https://prashantrandomthoughts.blogspot.com
https://prashantnepayments.blogspot.com
https://innovationinbanking.blogspot.com
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