Cardmembers were running into a lot of errors when transferring reward points to airline and hotel partners. This lead to user frustration, poor publicity and a high volume of support tickets seeking transfer reversals and clarity around conversion rates and transfer status.
Solution
We simplified the transfer flow by proactively communicating and addressing user concerns and reducing the number of steps to complete a transaction.
Proactively communicating transaction status with users and simplifying a complex flow.
Key Insights
I was able to test this in a different market and it was fascinating to learn about region specific requirements and expectations.
Role Design Lead
Duration 3 months
