Boosting Customer Loyalty for Local Merchants
Designing a loyalty system to providing solutions to local SMEs in increasing customer loyalty on our platform (Reviewbah app).
Team
Poong Ka Vui (Founder)
Poong Ka Tsun
Amanda Chong
Role
Wireframing
UX Design
Hi-Fidelity Design
Visual Design
Year
April 2024 (2 weeks)
Tools
Figma
Adobe Illustrator
Overview
The Reviewbah Loyalty System is a way to bridge the gap between local business owners on our app and customers by providing solutions to help boosting customer loyalty.
Why The Design
Relationships can be hardly established among local brands and customers
During the meeting with Mr. Poong (Founder), it is found that the majority of the local businesses (esp. restaurants and cafes) don't have a digitized loyalty system for them to fostering relationships with their (future) customers.
Despite some of them having social media presence on the internet, brand membership programs that would retain customers on the next level can't be fully being carried out cohesively.
The Solution
Providing membership perks among local brands
Easy access to brand
membership
-
Users can easily sign up/log in
-
Clear and personalized navigation
1
Point redemption system
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Collect points for each purchase
-
Users can use collected points to redeem gifts or products
2
Referrals for rewards
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Users can use invite friends via referral code
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Get reward in each new sign up
3
White Paper Research
An increasing demand of loyalty and rewards program among Malaysian consumers
I did a few readings on the research of brand loyalty and rewards program and how consumers (especially Malaysians) respond to it. There are 2 key findings I found on GlobeNewsWire's and CapillaryTech's articles:
"According to the Q1 2022 Global Loyalty and Rewards Market Survey, nearly 85% of the consumers have stated that they prefer to shop for products and goods from a store that offers a loyalty and rewards program. Moreover, consumers are also willing to travel to a physical store to make purchases if they are able to collect and redeem their loyalty points."
"...the demand for loyalty programs is also high among online shoppers in the country. The survey also revealed that around 84.5% of the consumers would frequently shop from the same online store if they were offered a loyalty and rewards program."
"Retail, Fintech and Food are the three largest industries that are seeing a huge uptick in sales on the back of data-driven loyalty solutions."
Competitive Analysis
Intuitive and simple to use loyalty program for
customers to join
I did a few readings on the research of brand loyalty and rewards program and how consumers (especially Malaysians) respond to it. There are 2 key findings I found on GlobeNewsWire's and CapillaryTech's articles:
ZUS Coffee
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Gamification in collecting points
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Intuitive and easy to use
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Points-to-product redemption
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Partnership rewards
McDonald's
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Scan code to collect points
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Intuitive and easy to use
-
Points-to-product redemption
User Types
Developing user types from our existing users
In order to create a loyalty program that's attractive and effective, I identified 2 user types on Reviewbah app that would allow me to design the program aligning to their values.
Food Enthusiasts
People who are passionate about food and exploring new spots while leaving detailed reviews.
Regular Food Diners
People who share their thoughts through writing reviews about dining experiences at any spots.
Information Architecture
Simple, direct and yet intuitive framework
Keeping the 2 user types in mind, I developed the user flow for the loyalty program that would help them to navigate the entire platform intuitively.
Wireframe
Afterwards, I gathered all of the concepts and ideas and created lo-fi wireframes that would eventually becoming an important guideline to developing the final product.
The Design
The Final Design
Conclusions & Reflections
What I've learned so far in this project
1. Get to know how point redemption/rewards work for brands. It's interesting to know through articles the trend of loyalty programs and how it impacts consumers across southeast Asia, especially in Malaysia.
2. Being articulate in every design decisions being made. During the project I got the chance to explain the purpose behind the designs suggested or created to my team members.
3. Visual design and prototyping skills. These crucial skills are constantly being honed throughout the entire project, making me pay more attention to details, transitions etc.
