New Program Overview
Staples's proposed free loyalty program aimed to boost customer engagement by rewarding purchases, favorite categories, and
eco-friendly activities through a points-based system.
However, the purpose and objectives were to:
• retain customers
• harness data
• maximize brand value—need a clear definition
• retain customers
• harness data
• maximize brand value—need a clear definition
Success hinges on
• prioritized customer satisfaction with enticing rewards
• a seamless omnichannel experience and emotional engagement.
The project plan included stakeholder workshops, branding, platform development, and rigorous testing to ensure effective execution and compliance.
• prioritized customer satisfaction with enticing rewards
• a seamless omnichannel experience and emotional engagement.
The project plan included stakeholder workshops, branding, platform development, and rigorous testing to ensure effective execution and compliance.
Secondary issues included:
• zero data points,
• offers
• recycling widget
• points history
• account migration
• testing
• privacy/legal concerns.
The program must unify retail and online experiences into a cohesive offering across platforms, requiring impactful design solutions, leadership, and seamless integration.
• zero data points,
• offers
• recycling widget
• points history
• account migration
• testing
• privacy/legal concerns.
The program must unify retail and online experiences into a cohesive offering across platforms, requiring impactful design solutions, leadership, and seamless integration.
Onboarding Process for New Customer Enrollment on Staples.com and "Easy Rewards"
A new user begins by creating an account on Staples.com. They fill in their information and see that Easy Rewards is free with the account, along with some highlighted benefits.
They review the "Terms & Conditions" via a link, which opens a drawer displaying both Staples and Easy Rewards terms. After accepting the terms, the user returns to the filled-in account creation form and submits it by clicking "Create Account."
The final step explains the benefits of the Easy Rewards program and how to earn and redeem points.
WEB
Web Mobile
Users earn extra points on their three favorite categories. Initially, three popular categories are pre-selected, but users can customize their choices by selecting or deselecting category tiles. They can explore and choose other options by scrolling through the drawer. Users can change their selected categories anytime from the "Rewards Center" page, regardless of their initial choices.
Easy Rewards Center - Desktop - Favorite Category Flow
Category Drawer & Personalized Offers
EASY REWARDS CENTER - DESIGNS SUBMITTED FOR WEB MOBILE - IOS
The "?" icon provides details about each category and its included products and information on personalized offers. After setup, users can visit the "Rewards Center" or return to the Staples homepage to start shopping.
The "Rewards Center" offers an optional tour via an interruptive modal. Users can take the tour to learn about their program, skip it, or close the modal and go directly to the page. These digital tours effectively educate users, reduce customer support calls, highlight new features and functionalities, and increase engagement with the program.
The "Rewards Center" offers an optional tour via an interruptive modal. Users can take the tour to learn about their program, skip it, or close the modal and go directly to the page. These digital tours effectively educate users, reduce customer support calls, highlight new features and functionalities, and increase engagement with the program.
Easy Rewards Center - Desktop - Favorite Category
Leadership and Mentorship
Worked cross-functionally with all UX Design teams to ensure that the designs implemented for the Easy Rewards effort within their work had a clear flow and entry and exit points.
