Loyalty & Rewards
My Role
Lead Designer,
Lead Researcher
Duration
Planned - 3 months
Actual - 3 months
Design Team Size
3 (Researcher, Junior designers)
Key Responsibilities
Led the research and design
Fostered collaboration between internal and external stakeholders (bank personnel) and SME's to gain product knowledge and expertise
Worked closely with product manager to develop product strategy
Established and maintained design systems and UI kits
The Loyalty and Rewards Program is an application that simplifies configuring 'rewards' program, in integration with other products like Credit, Payments, etc.
A quick snapshot of the application built using Java framework. The main goal was to build a product that quickly and seamlessly integrates with the existing product.
Problem statement
Although clients were using M2P's products for most of their banking needs, they were still partnering with other providers for their loyalty and rewards programs. This increased complexity for banks, resulting in delays, increased operational costs, and redundant interactions with multiple stakeholders and relying on third party APIs.
Upon request from multiple existing clients, M2P embraced this opportunity to quickly develop product use cases to build the ‘loyalty and rewards’ as a Value Added Service in 60 days.
Goal
The goal was to build a comprehensive product for configuring ‘rewards’, which seamlessly aligns with existing products. The primary idea was to increase stickiness in the existing client base. It should be quickly comprehendible by the bank personnel with limited exposure to digital application.
Given that this was a zero-to-one product, we had to start from the scratch.
How?
Gathered key use cases by researching vast amount of documents, gaining diverse perspectives from key stakeholders and external SMEs from networks and developed API task flows. In the early design stage, co-created a product roadmap outlining the product's priorities, progress, and timeline for implementation.
Quickly built a set of wireframes and a functional prototype, imbibing the actionable insights into design and tested formatively with the team and representative users. At this stage, we also ensured the technical feasibility with the Tech and development team.
Gave utmost importance to make use of existing components thereby eliminating any extra effort and expediting the development.
Performed a stringent design matching exercise to ensure the developed products matched at least 90% with the design provided.
API flows to Product Information Architecture
Interesting Challenges
Both design and development teams were not well acquainted with this new product, given there was hardly any references on the web on banking related B2B applications. This shifted our efforts on getting the construct right, and rest all fell in place faster.
It was challenging for us to get the ideas and design validated by the bank within expected timelines. This prompted us to reach out to external SMEs from networks and make necessary assumptions based on our daily usage of rewards.
IMPACT
The newly designed ‘Loyalty and Rewards Program’ app was well received among existing customers and resulted in significant increase in acquisition of new customers.
1/5th of existing users started using M2P’s Loyalty Program within a month of its launch.
Indirectly, the number of transactions increased by 12%.
Existing clients started using the tool with ZERO learning as it was designed with a similar experience and flow.