TouchNet, a Global Payments company, engaged OneSpring to redesign their OneCard mobile application to enhance student transactions on campus. The OneCard app enables university students to make purchases, navigate campus, and access buildings from their smartphones. Following a comprehensive UX assessment, using the System Usability Score (SUS) method that rated the existing application between C- and D- across key metrics, our team implemented a strategic redesign approach that dramatically improved the student experience.

Challenge

Initial expert assessment revealed several critical issues with the OneCard application that significantly impacted user satisfaction and adoption rates.

The comprehensive evaluation, conducted according to UX heuristics and accessibility standards, assigned the application grades between C- and D- across multiple assessment categories, indicating substantial room for improvement.

Students reported frustration with the application’s counterintuitive design, which created unnecessary friction in daily campus activities. Additionally, the existing interface failed to accommodate the diverse needs of the student population, including international students and those with disabilities, limiting the application’s potential as a universal campus solution.

The assessment particularly noted that the application struggled to address both basic functionality needs and higher-level engagement opportunities. 

• Poor Information Architecture: The app failed to align with student needs across Maslow’s hierarchy, particularly in safety, belonging, and self-actualization areas. 

• Accessibility Barriers: The interface didn’t meet WCAG 2.1 standards, excluding users with vision impairments or other accessibility needs. 

• Complex User Journeys: Testing revealed students struggled with basic tasks like displaying IDs, making purchases, and accessing rooms. 

• Inconsistent Design: The application lacked adherence to iOS Human Interface Guidelines, creating a disjointed experience. 

Our challenge was transforming OneCard from a basic utility into an essential digital companion while meeting accessibility standards and modern design expectations. 

Solution

Our solution process began with a thorough expert assessment that evaluated the application against established UX heuristics, iOS design guidelines, and WCAG 2.1 accessibility standards.

This assessment was then translated into actionable design improvements through an iterative process that incorporated both technical expertise and direct user feedback. Throughout the project, we maintained a focus on balancing technical requirements with user needs, ensuring that the final product would be both functionally robust and intuitively usable. 

• Expert UX Review: Conducted a comprehensive analysis based on UX heuristics, iOS class size requirements, and WCAG 2.1 guidelines. 

• User Testing: Recruited 5-8 participants to complete seven key non-NFC tasks, including setup, ID display, room access, and various purchases. 

• Prototype Refinement: Used Figma to iteratively improve the interface based on expert review and usability testing feedback. 

Key improvements included: 

• Enhanced Information Architecture: Reorganized content to support user needs from basic tasks (purchases, access) to higher-level engagement (social features, gamification). 

• Accessibility Compliance: Implemented WCAG 2.1 “AA” to “AAA” standards for all interface elements. 

• Intuitive Navigation: Created swipe-based interactions and spatial orientation to reduce cognitive load and improve efficiency. 

• Contextual Help: Added in-app support and documentation linked directly to campus resources. 

  
  
  

Results

The OneCard mobile application redesign delivered significant improvements that directly addressed the deficiencies identified in the initial assessment.

Following implementation, post-deployment testing showed dramatic enhancements across all previously problematic areas, with notable gains in information architecture, accessibility compliance, and overall user satisfaction.

The System Usability Scale (SUS) scores, which had been concerning in pre-redesign testing, showed substantial improvement, confirming that the design changes successfully aligned with student expectations and needs.

These improvements were particularly evident in high-frequency tasks that students perform multiple times daily, such as campus purchases and building access, where even small efficiency gains translated into meaningful improvements in the overall campus experience. The measurable results validated our design approach and demonstrated the tangible value of user-centered design principles. 

• 50% improvement in user task efficiency: Students completed tasks in half the time compared to the previous version. 

• 40% increase in feature adoption: Improved navigation and interface design made previously underutilized functions more discoverable. 

• 30% faster transaction time: Streamlined payment processes reduced wait times at point-of-sale terminals.