Improved personalization, simplified enrollment and enhanced usability for the UP loyalty program for Verizon.
ROLE
UX Research, UX & UI Design
AGENCY
Havas Health CX
Loyalty program, UP, was designed to reward customers for their loyalty. However, customer feedback highlighted several on going pain points. The enrollment process was cumbersome, users reported that rewards didn’t feel personalized, and tracking reward points was not user-friendly. Also, customers found redeeming rewards to be a complicated, unintuitive process.
To address these issues, we embarked on a comprehensive restructuring of the rewards program across the web and native app experiences. We focused on three key areas: personalization of rewards, streamlining the enrollment and tracking process, and improving the reward redemption experience.
The redesigned Verizon Up program saw a significant increase in customer satisfaction and engagement. Personalized rewards resulted in higher redemption rates, and the simplified processes led to more seamless user experiences. Customers appreciated the clarity and ease of tracking their rewards, and the new notification system reduced confusion. Overall, these improvements not only honored customer loyalty more effectively but also strengthened Verizon's relationship with its customer base, driving higher retention and positive feedback.
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