Creating and rewarding loyal customers
Senior UX Designer
How might we reward and delight our most loyal customers?
This client wanted to create a delightful loyalty platform which could intertwine with their multiple layers of existing technology. Their current technology stack presented some UX challenges which were overcome throughout the project.
The client also wanted to collect user data, including birth date, phone number and location, these proved to be interesting challenge in user persuasion.
Below is a little insight into the process for this project and build.
The process for this project was lead by business goals and tech constraints.
The business purpose and metrics
Through workshops and interviews, we uncovered the business purpose for the loyalty concept, and how they wanted to measure success.
The current tech stack
The client has a challenging mix of legacy and new technology, as well as physical tech in stores. This solution needed to fit seamlessly within their current tech stack.
We looked far and wide at other companies and apps playing in the customer loyalty space.
Design and tech workshops
It was important to involve the tech team in the initial workshops to uncover UX challenges and constraints due to the current tech stack.
Ideation and sketching
Once we understood the constraints, we were able to sketch and design a solution.
Wireframes and prototypes
The wireframes and prototypes went through rigorous feedback and tech consideration before they were approved. The user testing was left to the client at their request.
The user flows.
The user flows were crucial for the success of this app, the tech constrains dictated some of the decisions.
Click image for a larger view.
Offers and rewards
Collecting user data
A few more screens…
I created the screens below designed for client approval in relation to UX and tech feasibility.