Loyalty/Rewards Research
Imperial Supplies was considering implementing a loyalty/rewards
program for their customers and I was tasked with conducting
research on their competitors’ programs.
Process
I divided my research into categories for easier comparison of the
different types of programs.
Point-Based Program
is individuals accumulating points for certain behaviors,
purchases, or achievements.
Tier-Based Program
is customers enjoying different loyalty program benefits
depending on their rank.
Membership-Based Program
is customers paying a recurring fee to access exclusive
benefits, discounts, or services.
I evaluated the competitors loyalty/rewards structures on these
evaluators.
If the company has:
- a loyalty/reward program
- welcome reward/incentive
- benefits
- tiers
- differentiators
- membership cost
- ways to redeem
- non-eligible participants
- restrictions
- rewards expiration
After conducting my research, I then compiled it into a cohesive
powerpoint presentation. In my presentation, I included the
loyalty statistics of companies with a B2B loyalty program and the
structure of competitors’ loyalty/reward programs.
I provided two examples for each type of program and I picked one
for each to do a full breakdown of that program.
In my resources part of the presentation, I included screenshots
of the graphic design and landing page of the competitors’
loyalty/reward programs. As well as why we picked these
competitors to analyze.
Results
-
The competitor research project provided valuable insights
into the loyalty and rewards programs of Imperial Supplies'
competitors
-
The analysis revealed the structure, benefits, and customer
engagement strategies used by similar companies in the
industry.
-
No direct actions have been taken based on these findings yet
-
The research has laid a solid foundation for potential future
discussions on implementing or enhancing loyalty initiatives
Takeaways
-
Valuable insights into designing loyalty/rewards programs
within a B2B context
-
Ability to conduct thorough research, evaluate different
program structures, and present actionable findings
effectively
-
Deeper understanding of mechanisms driving customer engagement
and retention
-
Strengthened skills in user-centered research, data-driven
decision-making, and crafting clear, informative presentations
Q2 VoC Program Insights
The Voice of Customer (VoC) program at Imperial Supplies is
still in its early stages, focusing on acting upon customer
feedback to effectively close the feedback loop. A significant
portion of feedback received through this program pertains to
Dedicated Account Advisors (DAAs). Recognizing the value of
these insights, my team identified the importance of sharing
this information with the sales department. I was responsible
for analyzing the feedback, structuring it into a clear and
accessible format, and facilitating the collection of responses
from the sales team.
Process
I facilitated a round-table discussion with sales leadership,
presenting a visual mockup of the proposed quarterly insights
layout. I sought leadership’s input on key elements, including
the frequency of insights distribution, layout design, content
focus, and target recipients.
During this discussion, leadership agreed to adopt a monthly
cadence for VoC insights, with a finalized layout and content
structure to be sent directly to the leadership team.
I incorporated their feedback into the final infographic for
July’s insights
This summary included key data points, such as July’s customer
insights, specific customer comments, and the digital
satisfaction scores across all feedback channels.
Results
-
Improved internal communication by implementing a consistent
feedback-sharing process with sales leadership to regularly
communicate valuable customer insights
-
Reinforced the focus on closing the feedback loop by acting on
customer input
-
Facilitated an evaluation of the current VoC program,
identifying areas for refinement and growth to better serve
customers
Takeaways
-
Enhanced communication, planning, and organizational skills
through project collaboration
-
Refined ability to organize and present information in a clear
format
-
Leading roundtable discussions with thorough preparation,
targeted questions, and visual mockups to guide conversations
-
Sharpened analytical skills by deeply analyzing VoC program
data, identifying key insights, and sharing findings with
other teams
Compare Tool Redesign
The compare tool enables users to evaluate different items on
the website across various metrics. Previously, this tool was
only accessible to internal users at Imperial. However, my task
was to make the tool available to external customers and to
redesign the user interface for a more user-friendly experience.
Process
In the current compare tool, users cannot add an item to the
compare drawer while searching, there is no identification of
the product once it's in the compare drawer, and the ‘x’ to
remove an item should be in the top right to follow standard
design placements.
In my revision, the ‘Compare’ button will be added next to the
‘Add to List’ button while users are searching for quicker
access to the tool, a linkable part number will be added below
the image of the tool for easier identification, and the ‘x’ to
remove an item will be the top right.
In the current compare tool, when a user tries to add the same
item again the error modal has a ‘close’ and ‘cancel’ button and
they both perform the same action.
In my revision, I changed the error modal to only have a close
button and an ‘x’ to close in the top right.
Results
-
Now accessible to customers, a streamlined and user-friendly
experience for comparing items on the website
-
Redesigned to improve functionality with enhanced ease of use
and industry standards designs
-
Increased accessibility and practicality, empowering customers
to use the tool at their own discretion
Takeways
-
Collaborate effectively with developers to achieve design
goals
-
Researching current design trends and usability best practices
to ensure the redesign aligned with industry standards
-
Using Figma to prototype, focusing on precise placement of new
features for seamless implementation by the development team
-
Strengthened skills in design prototyping, communication, and
cross-functional collaboration
Daily Meetings
Daily Scrum
This meeting occurred at the beginning of every morning with my
team’s manager to ask for any guidance on any projects or
dilemmas that we may encounter.
Soft skills: Organization, Blockers, Time management
Discovery/Refinement
This is a biweekly meeting with our team with the web developers
to ask them questions on the best approach to incorporate or
refine something on the website.
Soft skills: Cross-functional teamwork, communication, strategic
thinking
Touchbase
This is a weekly one on one meeting with my mentor for feedback,
professional advice, and guidance.
Soft skills: one on one with mentor, feedback, professional
advice
Design Review
This is a biweekly meeting with the whole UX team to gather
feedback and advice on our current projects and help team
members navigate any blockers.
Soft Skills: Collaboration, problem-solving, constructive
feedback
Glassbox Review
This is a bimonthly meeting where the UX will analyze Glassbox
sessions and curate a list of problematic sessions to address.
Soft skills: analyze, critical thinking, attention to detail
Overall
-
Gained significant experience in an agile work environment,
enhancing professional and technical skills in UX
-
Conducted competitor research, analyzed user experience
standards, and developed prototypes aligned with industry best
practices
-
Worked cross-functionally, collaborating with developers and
sales leadership, while refining communication and
organizational skills
-
Contributed to key projects, including the VoC program and
compare tool redesign, deepening understanding of
user-centered design and usability
-
Built a strong foundation in UX research, prototyping, and
collaborative problem-solving, essential for a successful
career in product design
