Taperk
The One Tap Loyalty App

Product Design
May 2023 - July 2023

2 months

Role

Product Designer

Background

Loyalty reward program plays a key role in brand image and customer retention. There are about 80% of American consumers are members of at least one loyalty program, and 78% of consumers RETURN TO BRANDS WITH THE LOYALTY PROGRAM. One of the three important factors in the success of a loyalty program is "Making It Easy For Customers To Participate."

Challenge & Goal

The challenge is that when customers were first invited to join the rewards program during checkout process, there were so many complicated steps combined with the pressure of holding up people in the line. In this project, I and the team developed a new frictionless process for earning rewards for brands' customer retention purposes.

Member

Graphic Designer: MyT
Marketing Lead: Uyen Nguyen
Financialist: Huy Nguyen

Timeline

The Problem

“Are you interested in joining our reward program
to earn free perks?”

There are multiple customers like me who got this invitation whenever they go to coffee shops, mall, boba stores, or etc. But there are very few customer actually join the program even when they’re interested in those free perks the cashiers offer because the process takes too long.

78% customers return to brands with loyalty programs, BUT

From my real experience, I often turned down the invitation when I got an offer to join a loyalty reward program because the were a lot of customers waiting behind me and the sign-up process was quite time-consuming.
My hypothesis is that there is a lack of efficient reward interface technology integrated into vendors' checkout process.

We must win customers trust from their first visit!

According to a survey conducted by Accenture Interactive, 48% of consumers have switched from one website to another due to a lack of personalization, and this trend is rapidly growing. The problem deteriorates when the reward program isn’t tailored to each program business model, specifically the first check out process, resulting in a dissatisfied experience.

Pain Points

From the first round of research, there are some questions highlighting consumers' concerns when they are invited to join a new loyalty program.

Discover New Technology

There are multiple customers like me who got this invitation whenever they go to coffee shops, mall, boba stores, or etc. But there are very few customers actually join the program even when they’re interested in those free perks the cashiers offer because the process takes too long.

Let's hear what customers say about this!

User Journey & Opportunities

Low-Fidelity Wireframe

After many rounds of research, I have quickly sketched the wireframe for essential key features of storing points, filling information, and reward redemption.

Testing & Feedback

After two rounds of feedback from the stakeholders and other team members, we have confirmed the essential number of steps while considering the optimal onboarding time.

Delivering Key Features

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Other Work →

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Hackabull Web Design

Hackathon web design in "AI Wildwest" theme

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