Enhancing Loyalty Experience through Bizhare Loyalty Program
Enhancing Loyalty Experience through Bizhare Loyalty Program
Enhancing Loyalty Experience through Bizhare Loyalty Program
The impact of this feature is a reduction in complaints to customer service based on clear levels and points, an increase in the number of investments and an increase in the level of user satisfaction based on benefits.
Mobile App, Tablet, Desktop
📄 Overview
The loyalty feature initially existed in this company but still used emails sent manually. The existence of this feature wants to change the system automatically and also add related features so that can increase user confidence and have an impact on increasing the value of investment.
🎯 Goals
To increase customer satisfaction and engagement by clearly articulating the benefits and functionality of the loyalty program, thereby encouraging more customers to become investors.
👩🏻💻 Design Process
Gathering Intention - understanding from users, business perspectives, and UX to align the purpose of this feature to ensure that the product meets everyone's needs.
Conduct Competitor Analysis - on several applications that have loyalty features, such as Tokopedia & Gojek to study their behavior and find areas of improvement to be adapted to Bizhare Loyalty.
Generating Ideas - I sketched countless ideas and brainstormed various possibilities with the loyalty product team and then finally did some high-fidelity iterations.
Crafting Hi-Fi Design - After some validation with the stakeholders, I finally came up with the final design solution for this first phase.
✅ What I've Done
1. Proposing new design component by collaborate with illustrator to produce icon and illustration
2. Reduced customer service complaints by 20% based on complaint ticket data
3. Improving user experience based on the interview results
📝 Learning
Since this is my first time handling big revamp project, I learned so much about collaborating personally with PO, illustrators, business team, and developers. But at the end of the day we're managed to meet everyone's goals.
However there are still many opportunity that can be cover in terms of user experience but I’m grateful for the experience and I’ve learn so much from this project.
