While redesigning the OneCard App 2.0, our primary objective was not only to rethink the overall user journey, but also to improve the experience of existing features that were already widely used by customers.

One of these features was OneCash — a functionality that allows users to instantly transfer cash from their OneCard credit limit to their bank account. Essentially, it works like a personal loan without paperwork, giving users flexibility and convenience.

To understand how users experienced this feature, we conducted usability testing with real customers and mapped their journeys. This helped us uncover several critical pain points in the existing design.

Let’s look at it through the story of Amit:

Amit is a OneCard customer with a healthy credit limit and strong credit history. Naturally, he qualifies for OneCash.

He’s planning an anniversary trip next month and considers using OneCash to borrow some cash that he can repay later in EMIs — a convenient option for his short-term needs. Excited, he opens the OneCash feature.

Amit sees his available OneCash limit, but no additional details — no interest rate, no processing time, no repayment terms. For a first-time user, this lack of clarity creates immediate confusion.

Amit proceeds to tap Transfer Now. He’s asked to enter the withdrawal amount, then select a category, then confirm again. He didn’t anticipate so many steps and starts feeling friction in what he expected to be a quick process.

After completing the steps, Amit finally reaches a confirmation screen. But to his surprise, it says the cash transfer could take up to 5 days. This was never communicated earlier in the journey, leaving him frustrated and disappointed.

Returning to the dashboard, Amit notices a “OneCash” card along with an Activity Log entry showing a “Processing” tag. Having two different representations of the same transaction confuses him — he’s not sure which one reflects his loan status.

Curious to know how he’ll repay, Amit taps into the OneCash card. He sees a breakdown of charges, but no EMI schedule or repayment plan. Without visibility into payment timelines, he feels uncertain about how to manage his dues.

Key Insight

These pain points became the foundation for our redesign strategy, ensuring that OneCash in OneCard App 2.0 would feel clear, transparent, and trustworthy.

Now Let's solve all the pain points for users using Psychology and UX Principles

Pain Point 1: Lack of clear communication for first-time users

Pain Point 2: Long & fragmented onboarding flow

Pain Point 3: Hidden transfer delay (5 days not communicated earlier)

Pain Point 4: Confusing dashboard representation (duplicate entries)

Pain Point 5: No EMI details or repayment schedule visible

This is how we reimagined OneCash in App 2.0 — creating a more user-centric experience. For us, redesigning is not just about visual polish, but about solving real problems that make a meaningful impact on users’ lives.

Also Amit can also enjoy his Anniversary Vacation peacefully. 😉

Clarity is the cornerstone of trust — when users understand, they believe, and when they believe, they engage.