Role: Research & UX/UI
Project Overview:
Problem Statement:
The business was thinking of adding a dedicated loyalty/rewards app. I had to research if there was a consumer base that wanted the app and design an app based on the consumer needs.
My Contributions:
I was the head researcher and designer for this project. This was a project for a business.
I used mixed method research and designed a simpler more easy to use app design for customers to easily access and use the new rewards app
RESEARCH
1) Surveys
First, I sent out surveys to 100 customers that were signed up to the company's e-mail newsletter. This newsletter sent out daily/weekly deals and offers also.
Out of the 100 surveys sent out, I recieved 65 responses.
⯮ 65%used the daily/weekly deals that were sent out in the newsletter.
↯ 35% were signed up but did not read the newsletter.
⯮ 79%were customers who came in4+times a week.
⯮ 88%used and were familiar with loyalty rewards app from other businesses.
2) Interviews
I contacted 15 individuals who met the requirements of using the newsletter, came in 4+ times a week, and were familiar with rewards apps.
Out of the 15, eight volunteers were met for an interview.
I asked questions on why they used the deals, what days they came in, how often they used rewards apps, and if they would like a rewards app for the current business.
"I would love to accrue credits since I come in so often, the daily deals are nice but getting a BOGO or freebie once in a while will make me spend more!"
"Yeah, I love racking up points. In a way it makes me spend more for other shops where I know I'm gonna get points and add up to a free item."
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I also contacted 10 individuals of the 35% who were signed up but did not read the newsletter.
Out of the 10, 4 volunteers were met for an interview.
I asked questions on if a standalone rewards/deals app would increase their interest in using deals/gaining rewards and coming in more.
"The newsletter gets lost in the inbox. I can't keep track of it. Atleast an app would give me alerts on deals and how many points I have."
"I always miss the deals since I don't check my e-mail much. A rewards app could make me actually come in and buy something."
RESEARCH CONCLUSION
I gathered more data from notes and stories shared by daily employees and managers. I created sticky notes and journal entries. By doing this, I was able to identify primary themes.
🢖 Deals bring in people but it is a hassle using an outdated e-mail system
🢖 Many customers are more drawn into companies with loyalty rewards apps
🢖 There is a high interest in a loyaty rewards app from customers
2021
