Loyalty and Rewards App

1 year 2 months ago
Industry Sector

Undisclosed

About

Undisclosed is a small start-up business in the development of a brand-new or greenfield product which provides loyalty services to both the consumer and the business. Due to NDA i'm not going to show the business side of the app, B2B only the B2C

I conducted research for both users which started with understanding the users’ stories and building empathy maps for both, creating personas, and fleshing out the user journey with outcomes and ideation for the user experience and initial sketches of the UI.
I created a survey questionnaire about 10 to understand customer perspectives on the loyalty program and how to be rewarded, i used a likert scale and multiple choice questions, avoiding a response like straight lining.

To give stakeholders and other team members an idea of the concept at work I created a couple of images of the customer in situation with using the app. I used Mid Journey to quickly produce them.

To give stakeholders and other team members an idea of the concept at work I created a couple of images of the customer in situation with using the app. I used Midjourney to quickly produce them.

An example of the app being used by a customer at a foodie truck to collect his tokens for his loyalty card and the other shows a customer either installing or collecting tokens for her loyalty card at a coffee house

An example of the app being used by a customer at a foodie truck to collect his tokens for his loyalty card.
shows a customer either installing or collecting tokens for her loyalty card buying a coffee

 

I researched and developed a list of small in-store business's the application could target, which will also help end users a choice of preferences stores they'd want involvement with to get freebie

list of small local businesses

 

Using Figmas FigJam to create a loyalty card users' Empathy Map, open to collaboration from other stakeholders / team members

 

loyalty card user empathy map

I researched initially 3 main archetypes, non-working, employed and professionally employed, to warrant a more accurate and eventual appraisal development of the user journey map.

The personas comprised of questions which gave a description of the demographics and some psychometrics to evaluate the users’ pains and gains, as well as how they think and feel using a loyalty program which involved them redeeming tokens at participating small local businesses.

Below are a couple of several attempts at proto personas I created with FigJam.

proto persona
proto persona

First iteration of a combined persona user journey map. On the x-axis are the user steps awareness, consideration, acquisition, engagement, redemption and advocacy loyalty. On the y-axis are persona 1 touchpoints, persona 2 touchpoints, opportunities, goals, pain points and thoughts and feelings of both personas. Outcomes to start ideating the UI UX were: Marketing the app - user education, the sign-up, user engagement, redemption or claiming the rewards,in-store user flow

multi persona user journey map

Initial steps of a UI prototype from the user journey findings; Information architecture: sitemap of loyalty card user, signup user flow, Engagement, redeeming and feedback/advocacy user flow

loyalty card user sitemap
sign up user flow
Engagement, redemption and advocacy user flow

 

 

clients

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