Cardmembers were struggling with general comprehension of their membership rewards program (bonusing categories and vesting time)
Solution
So our team utilized a new design system rollout to refresh the points summary experience with enhanced program information at a program and transaction level which
Decreased points related call center volume by 20%
Key Insights
• Stakeholder alignment was the biggest challenge at an organization this large. This was a learning experience for me.
• Over-communicate with stakeholders, concise and targeted comms with users.
• Inviting stakeholders to usability sessions is a powerful alignment tool.
Role Lead designer
Duration Three months
