Improving a successful customer loyalty program app.
Grunfos’ WIN & EARN loyalty program gives installers an opportunity to win points and redeem vouchers every time they choose a Grundfos product. The company’s way of saying thank you to their loyal partners.
Strengthen a successful, international loyalty program by simplifying the voucher registration journey and improving the user experience.
Understanding user needs is important in any digital project. However, this doesn’t have to be resource intensive or costly. By analyzing data captured within the existing tool, we were able to identify user behavior and translate that into real possibilities for improvements to the current user journey.
In this early stage, we were able to feed our recommendations back to the client, which in turn informed the direction and approach we took to re-engineer the user experience.
The data illustrated that adding camera functionality would address some fundamental user challenges and informed the design of this new feature.
The primary goal was to streamline and accelerate the registration of tokens while also making system feedback more transparent and accessible.
Enabling customers to capture token IDs using the phone camera was fundamental, but we were also mindful of not losing, but improving valuable existing functionality such as the ability to manually enter the Token IDs; to easily register single tokens as well as batches and to inform the user of any issues when registering tokens.