Redesigned a habit-forming user experience for Singapore's leading loyalty app

How we did it

Identified usability challenges

• Audited usability of live product, end-to-end.
• Ran usability testing on core journeys, coaching the client team in the process.
• Reviewed metrics on core journeys and drop off rates, including a data / tracking audit.

‍

Designed new high value features

• Payment feature: End-to-end design thinking catering for over 21 use cases.
• Gifting feature: MVP definition & reduction in complexity allowed features to ship in under 3 weeks.
• Usability testing: Weekly usability testing with merchant and shopper in context.

‍

Redesigned the app

• Created 25+ prototypes and ran 7 usability tests on live product with shoppers.
• Developed a style guide to ensure consistency on all current and future screens.
• Designed the app in a modular and scalable way set up for future features and A/B testing.

‍

Training and coaching

• Trained & coached the team on UX research techniques, including frequent field research and usability testing.
• Organised a product principles & values workshop, to help guide future decision-making.
• Ran workshops for product team to create, prioritise North Star metrics and leading indicators.

‍

‍