Redeeming your Air Miles rewards
Company: TWG
Role: Product Designer
Timeline: Jan 2019 - March 2019
Overview:
We worked with the team at Air Miles to refine a set of existing features, as well as design and build a new set of features to enhance the user experience throughout their existing iOS and Android mobile apps. We were tasked with working within an existing design system and expanding on that system, as well as educating the Air Miles team on best practices for mobile design and execution.
Feature Highlight: eVoucher Redemption
Redeeming an eVoucher is a popular way that Air Miles users can choose to get cash towards select retailers. Previously, in order for a user to redeem an eVoucher, they needed to complete this redemption flow on the website, which made this very task intensive. Our goal was to create a simple and seamless redemption experience within the app.
Problem:
Air Miles has always been deeply rooted in their desktop and web experiences, thus areas of the mobile app lacked a strong and intuitive user experience. Users also had a hard time understanding the different ways they can use their Miles, as well as the general knowledge of how many miles they need to collect in order to receive a dollar value in return.
We addressed this by focusing on the hierarchy of information, and used dismissible content that would assist in educating the user about the different ways they can redeem. We took this opportunity to fully rethink the layout of the Rewards landing screen in order to create a more seamless redemption experience, and also add more context around the other rewards options that were available.
“The cashier was telling me I have to redeem the eVoucher online first, then they scan the barcode? Why this extra layer of effort?”
User Research Insight
Outcome:
Through a tested user experience, we created a simple, mobile first flow that allows users to redeem an eVoucher, store it in the app, or transfer it to their Apple Wallet or Google Pay accounts.
The addition of this flow allowed us the opportunity to add usability and accessibility enhancements to parts of the colour palette and existing components as we were leveraging them to create these screens. We were also able to contribute to the growth of their design system and assist in consolidating the various components into one central location for further designers to build upon.
“It’s really convenient to have access to these eVoucher’s in your Apple Wallet instead of searching your email to show the barcode.”
User Research Insight
