Revamped the Elcorps loyalty program

Revamped the Elcorps loyalty program (supporting 137,000+ members) to address silent drop-offs during the verification and redemption process. Instead of simply making the rewards more "glamorous" like they originally asked for, I audited the user journey and found the actual problem: OTP dead ends and a mysterious black box redemption process. Forgiving error handling, transparent point breakdown modal prior to commitment, and one state model across the member mobile app and the operator web interface. Outcome: Scalable dual-surface solution with matching data for members and staff.