Reimagining customer loyalty with a rewards app
Industry: Retail
Category: New Product Development
Services Offered: User research, Concepting, UX strategy, Visual Design, Mobile App Prototyping
Date: 2020
Getting loyalty every time you shop at your favorite store has always felt rewarding. But that feeling often recedes into frustration because you never seem to get enough points to earn a reward.
In December 2019, we were brought to this ambitious startup project to help reimagine the customer reward experience through a mobile app.
Challenge
At the outset of this project, the owner was aware that many apps had failed because of a poorly researched market, audience, and poor user experience. The proprietor wanted to bring the product to life through interactive, engaging, and original user-centered design but just didn’t know where to start.
Upon our assessment, it became clear that building the app with great visual design, user experience, and functionality would require an understanding of the target users, their needs, and prioritized features.
Solution
Our DR team designed an agile study and worked tirelessly to bring user voices to the mobile app development process. Our work involved:
Competitive research
Initial stakeholder interviews
User segmentation and personas
User journey mapping
Creating initial user workflows to visualize the process
Sketching
Co-creating Low-fidelity and high-fidelity wireframes
Creating digital prototypes
Helped identify an appropriate name for the app.
Helped pick brand colors suitable to the target users.
Prioritized app features
Identified strategic partnerships for the app
Outcomes and Impact
Working with the project owner and UI designer, we achieved the following outcomes.
The project resulted in a new, mobile app, that’s both user-friendly and easy to navigate.
A better onboarding experience with a quick signup process for users (average of 35 secs)
Fast onboarding significantly boosted user conversion and retention
Clear and concise terms and conditions
Greater emphasis on the safety of personal information to build trust with users.
To comply with my non-disclosure agreement and protect the startup idea, we have omitted confidential information from this case study.