UX PROJECT 1
Redesign a legacy rewards and loyalty platform used by a number of high-profile clients including Allstate, Citibank, and Verizon. Factors included applying UX best practices to address existing usability concerns, making the site fully responsive, introducing new functionality, maintaining current client customizations, and addressing ADA noncompliance.
Discovery workshops that included empathy mapping, user journey mapping and persona creation, combined with user feedback gathered from internal customer service teams, helped us to define pain points and prioritize a plan of action.
Since different versions of the platform were needed to meet different client needs, I designed a modular, component-based system to allow for maximum flexibility while maintaining a single code stack. In addition to form and function, components also needed styling configuration to allow for client branding and white labeling.
With the ability for components to be customized, rearranged, and swapped in and out, clients were able to offer unique rewards experiences to their customers that served as an extension of their own branding and worked on any device.