Seamless User Interface for the PAYBACK Customer Loyalty Apps
The client
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PAYBACK is the world’s largest loyalty programme, giving customers a straightforward way to earn rewards and discounts from brands they already use. Points accumulate through purchases online and in shops thanks to integration with many payment methods, then convert into discounts and rewards across hundreds of partners.
For millions of active users the value is choice in where to redeem; for partners it is a sophisticated multichannel marketing system for building loyalty. The mobile and web applications are the main hub for both.
The challengeWhat the teams actually needed
The platform is powerful and its architecture and presentation layer are correspondingly complex. The Polish branch wanted the interface synthesised so all of it reaches the customer more simply.
Challenge 01Clarity between scheme and software
The connection between the loyalty programme itself and the application architecture needed making clear.
Challenge 02Navigation on both platforms
The mobile and web applications had to be redesigned so moving around them takes less effort.
Challenge 03Brand and location
Visual content had to align with corporate identity guidelines, and geolocation had to be built into the mobile platform to give partners extra value.
What we did
A joint design sprint, then a concrete plan
Netguru and PAYBACK ran a design sprint together to find the technical challenges and where the available budget would make the most difference.
Problems located together
Working jointly identified where a solution would have the most impact inside the budget allotted.
A vision on paper
Wireframes set out what the apps could be and which improvements would make the experience more pleasant.
Synthesis over addition
We recommended how the company could simplify the customer experience through design and features rather than by adding more.
Redesign, scheduled
After time with the PAYBACK team and the results of the shared sprint, a concrete plan for the redesign was developed.
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What’s next