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Redesigning the Loyalty Experience for Faster, Smarter Rewards
CHALLENGE
During the pandemic, I partnered with two founders to redesign a loyalty app for coffee shops and grab-and-go venues. Users could collect digital stamps and redeem rewards, but the stamp collection flow was clunky and hard to find, leading to frustration for both users and venue staff.
Our primary goal was simple: make collecting stamps effortless. By streamlining this core experience, we aimed to boost sign-ups and retention. Other benefits, like reducing in-store friction and increasing brand engagement, became valuable side effects of the improved flow.
DISCOVERY & RESEARCH
I started by experiencing the app in real life — visiting coffee shops, talking to baristas, and observing pain points. I also launched a user survey with 122 responses, confirming that users wanted quick access to stamps and instant feedback.
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IDEATION
I shared my insights with the founders and discussed what we could do to improve, this included:
Add a “Collect Stamp” button to the navigation bar for instant access.
Provide immediate confirmation when a stamp was collected.
Make rewards progress visible to keep users engaged.
I created wireframes, aligned with stakeholders again, and conducted user testing, which showed the new flow was faster and clearer.
OUTCOME
The redesigned onboarding and stamp collection flow delivered measurable impact. The primary goal was achieved — users could quickly and easily collect stamps and see their progress. The additional benefits were a powerful bonus, showing how small changes to core experiences can unlock wider impact.
1.1m
Downloads
4.8 ⭐️
Avg. rating