Rewards Redemption Experience
Arif Kazi
Problem Statement
The current rewards redemption flow on the Jupiter app faces challenges in scalability and user experience:
Limited visibility of all applicable redemption modes for users.
Difficulty in customising individual redemption modes.
Information architecture restrictions preventing seamless addition of new modes.
Inconsistent drag experience among available redemption modes.
Current Screens
Objective
To provide users with a seamless and delightful experience while redeeming their jewels by ensuring:
Clear visibility of jewel balance (locked and unlocked).
Comprehensive discovery of all applicable redemption options.
Easy understanding of each redemption option and its details.
A user-friendly flow for selecting and redeeming jewels.
Current Redemption Options
ETJ (Existing to Jupiter) Users:
Cash
Gold
Vouchers
Pay with Jewels (hidden on redemption page)
Card Statement (upcoming)
NTJ CC (New to Jupiter with only Credit Card activated) Users:
Vouchers
Gold (upcoming)
Pay with Jewels (upcoming)
Card Statement (upcoming)
Current Redemption Experience Information Architecture
UX doesn’t allow direct addition of more redemption modes.
Not all redemption modes support the same drag experience.
Challenges in adding customizations for redemption modes (e.g., changing ratios, communicating limits).
User Jobs to Be Done
Users should be able to see their available jewel balance (locked and unlocked).
Users should be able to view all applicable redemption options.
Users should be able to understand detailed information about each redemption option.
Users should be able to select a specific redemption option.
Users should be able to choose the jewel amount to redeem as per the offer details.
Users should be able to redeem their jewels seamlessly through the chosen redemption option.
Solution
Two-Step Redemption Flow:
We broke the redemption flow into two steps: consuming the Jewels info and choosing the redemption mode in the first step, and selecting the amount and executing the trade in the second step. While this raised concerns about increased friction due to the added step, we relied on users being motivated by realizing value. Additionally, consolidating all three steps on one screen was overwhelming in the previous design.
Enhanced Visualisation of Jewels Amount:
Transformed the Jewels amount display into a full-fledged interactive graphic, proportionally representing Jewels assets. This provides a delightful visualization of Jewels’ amount and value to be realized.
Scrollable Cards for Redemption Modes:
Improved interaction by replacing tabs in the older design with scrollable cards for redemption modes. While this could limit visibility for some modes, it helps encourage certain modes over others.
Slider for Jewel Amount Selection:
Replaced the difficult-to-use "+" and "-" buttons with a slider. The slider caters to minimum and maximum limits for each mode and accommodates allowed multiples of Jewels for redemption under a specific mode.
Improved Execution of Trade Action:
Enhanced the final step with a visual story, hinting at the expected interaction in a clearer way to ensure user confidence.
Dynamic Visual Feedback:
Integrated real-time feedback on jewel balance updates post-redemption.
Visual confirmation screens to reassure users after successful redemption.
Error Handling and Recovery:
Clear error messages with actionable steps in case of failed redemption attempts.
Options to retry or select a different mode directly from the error screen.
By addressing the key pain points and introducing scalable solutions, the enhanced rewards redemption flow ensures a delightful and frictionless experience for Jupiter app users while setting a strong foundation for future innovations.
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Posted Jan 11, 2025
A delightful interaction creates a lasting and memorable experience.
