Lorien: A Rewards Tracking App
“Not all rewards gained are lost.”
The Problem:
People struggle to view and redeem their loyalty points they've accrued before they expire - We discovered that there was a high percentage of users missing out on opportunities to save or redeem rewards before they expire.
The Solution:
Lorien is an app that helps people track and maximize all of their reward accounts in one central location.
Tools Used:
Figma
Miro
Slack
Trello
Adobe Illustrator
Google Forms
Google Slides
My roles & responsibilities:
SCRUM Master, user interviews & research, data analysis, competitor research, prototype development, app design, documentation creation and editing.
What is Lorien?
Lorien is an app that for users who have invested themselves in loyalty and point systems. They can efficiently and quickly access their status and redemption info. Lorien allows the user to have all of their accounts in one place while also making sure that the perks are not forgotten.Interview
Plan:
We began by conducting 5 one-on-one interviews and surveyed a group of 38 potential users from 18-65 years old in order to discover what makes a user not use their points or rewards. We discovered that there was a high priority in users missing out on opportunities to save or redeem rewards before they expire.
Quotes from Interviewees:
“Starbucks definitely expires more often than I use them because I forget about them.”Brittany S., 27
“I always carefully store my cards safe at at home in a box and forget to take them when I go shopping!”M. G., 45
“I like something with immediate rewards and easy ways to redeem.”Nancy H., 38
Empathy Map:
To better visualize our users from our affinity diagram, we crafted an empathy map to pinpoint what the user would say, think, feel, and do. This helps define the "User Insight".
User Insight
Statement:
Anna, a dedicated and hardworking professional who manages the household expenses, needs a more efficient and transparent way of accessing her loyalty and credit card points because she wants to make sure she doesn't lose an opportunity to either save money or transfer her rewards for a self enriching experience.
Problem Statement:
For a wide group of credit card users, it is difficult to view and redeem their loyalty points they've accrued. Even with "special sale days" and points systems in place, users lose their tally of points deep in their accounts - making it difficult or near impossible for users to access and enjoy these perks.
How might we help the customers, who have invested themselves in loyalty and point systems, efficiently and quickly access their status and redemption info?
Feature
Prioritization
Matrix:
With our combined wants, wishes, and what if’s - we moved on to finding the features that would have the highest impact with the lowest effort.
For Lorien, tracking credit card rewards, all account rewards, and being able to redeem rewards were our low hanging fruit. source
Competitor
Analysis:
After conducting a competitor analysis, we realized there are a numerous apps that offer a “credit card tracker” but few of them gather all types of rewards and points in one place. The user experience of all of them felt very heavy and unorganized - if the user is in the store and wants to check their - we wanted to create an experience that was friendly and not so number heavy.
Ideation:
First step is ideate how we want the app to look and how it will convey information. These sketches I made allow up to visualize potential layouts.
LoFi
Prototype:
With our first iteration, we have a completed “Onboarding” and “Home” pages built out. Making sure that the bones are there before adding the details is a crucial first step to make sure we don’t miss any key components.
User Testing
the Prototype:
Here, users were tasked with completing three tests on the app:
Creating an account with Google
Use the “Nearby” feature to redeem points
Redeem points with account (*Macy’s for this test)
The “Nearby” feature was somewhat confusing to 60% of those tested while the other tasks passed with almost no issues.
We removed the “nearby section” from the home screen and decided to revisit that at a later point in our app development.
With that space opened up and it gave us real estate to highlight the main “hero” of the page which is the redeeming of points or cash rewards.
In this updated prototype we added some card designs to visualize what the user experience would be like.
Prototype
Reiteration:
Final Thoughts:
Through further iterations, Lorien will only become more user focused. Having a digital wallet can cut down on the number of plastic cards in peoples’ wallets along with the use of awarded points users can forget about.
With the 119.8 Million reward card holders in the US, there will always be expiring points. Lorien aims to fix that.
This app has real potential to benefit many real wallets.
Future Features &
Final Thoughts:
Trade points between companies
Total number of cards/accounts being tracked
Notifications before point expiration and for new deals
Rewards for number of cards tracked
Extending deadline for point redemption
Dark Mode/Higher Contrast
Widget