Rewards & Referrals
My Roles: Lead Designer, QA
Context
The US Mobile Referral Program is an important way to attract and acquire new customers. In the Spring 2023, we took a deep dive into refining this experience. I worked closely with product managers, engineers, data, content, and marketing to not only redesign the Referrals experience but also introduce an exciting new Rewards Center. The aim was to create a more compelling experience that encourages and rewards users for referring their friends to US Mobile.
The Problem
To understand the issues with the current referral program, we examined the original design and combined our findings with data and user surveys. This analysis uncovered key problems from various user perspectives, helping us shape our strategy for improvement.
Referrers (the people sharing the referrals) and Referees (those receiving the referrals).
Our Approach
In collaboration with the product and marketing teams, we've devised a strategic plan aimed at addressing identified user needs and improving the overall referral experience.
Key Design Challenges
#1: How should we structure the Rewards Center page?
The original design only included referrals. To launch the Rewards Center, we needed to create a central hub for earning rewards. The challenge was keeping referral sharing easy to find, since it’s the only way to earn rewards right now, while also preparing for future reward options.
The original design only included referrals. To launch the Rewards Center, we needed to create a central hub for earning rewards. The challenge was keeping referral sharing easy to find, since it’s the only way to earn rewards right now, while also preparing for future reward options.
#2: Where should we add the user info confirmation step?
As we finalized the design, we learned that users must confirm their personal info and agree to terms before accessing the Rewards Center due to third-party regulations. The challenge was to add this step without frustrating users or causing dropouts. We tested different ways to keep the process simple and user-friendly while meeting the requirements.
As we finalized the design, we learned that users must confirm their personal info and agree to terms before accessing the Rewards Center due to third-party regulations. The challenge was to add this step without frustrating users or causing dropouts. We tested different ways to keep the process simple and user-friendly while meeting the requirements.
Solution Highlights
These are the key screens I finalized to address our challenges and achieve our goals. Each design went through numerous iterations and discussions. I’m happy to share more about the process and decisions behind the scenes during presentations.
My Learning Takeaways
Optimizing design within constraints
Even when provided with specific requirements or third-party guidelines, I realized that it's possible to propose better UX solutions. By discussing these ideas with the team and collaborating closely, we were able to reach an agreement that satisfied both the requirements and enhanced the user experience.
Even when provided with specific requirements or third-party guidelines, I realized that it's possible to propose better UX solutions. By discussing these ideas with the team and collaborating closely, we were able to reach an agreement that satisfied both the requirements and enhanced the user experience.
Prioritizing user needs over visual trends
At first, I focused on following design trends and creating visually impressive designs. However, I realized that great design isn’t just about aesthetics—it’s about meeting user needs and aligning with business goals. While I understood this concept in theory, working on real projects and collaborating with the team helped me truly grasp its importance.
At first, I focused on following design trends and creating visually impressive designs. However, I realized that great design isn’t just about aesthetics—it’s about meeting user needs and aligning with business goals. While I understood this concept in theory, working on real projects and collaborating with the team helped me truly grasp its importance.
Thank you for taking the time to read this. If you're interested in more details about this project, please feel free to reach out.
