STOQO
Loyalty Program for Non Tech Savvy Users
When
Summer 2019
Role
UI/UX Design, Research
Project Brief & Background
A new feature in STOQO’s customer app to exchange point with prizes. For a period of time before I was assigned to do this,
STOQO already initiated the pilot project to see customer engagement to the program. The pilot project last 3 months
by trade PID(Bill Paper) every purchasing and submit it manually through PO BOX, STOQO’s driver or sales to check
whether the customers’ points is enough to exchange it with prizes.
STOQO already initiated the pilot project to see customer engagement to the program. The pilot project last 3 months
by trade PID(Bill Paper) every purchasing and submit it manually through PO BOX, STOQO’s driver or sales to check
whether the customers’ points is enough to exchange it with prizes.
Research, Insights & Results 📝
When I first given this task, I got a brief from my product manager, Kak Yosef and my mentor Kak Zaki about STOQO’s
customer persona, the struggle and how STOQO’s works on customer app. After that what exactly I do?
customer persona, the struggle and how STOQO’s works on customer app. After that what exactly I do?
Learning from past experience
& what to achieve
& what to achieve
Learning from customer’s
perspective
perspective
There’s a pilot project before I was joined the team. Marketing team was
doing some trial for the customer by exchange their bill paper with pizes
if the accumulation of the points in bill paper was enough.
I got a chance to interview the PIC of this project from marketing team and
some insights I got from the interview:
doing some trial for the customer by exchange their bill paper with pizes
if the accumulation of the points in bill paper was enough.
I got a chance to interview the PIC of this project from marketing team and
some insights I got from the interview:
After have the marketing team’s perspective, we conduct a research for
learning customers’ behaviour about exchange prizes and what they want.
learning customers’ behaviour about exchange prizes and what they want.
The “offline” flow
• Customer have to collect the bill paper and fill the exchange form
before they give it to sales, driver or directly to office via PO BOX
• Promotions are via mouth to mouth campaign from sales and
by hand out flyers.
before they give it to sales, driver or directly to office via PO BOX
• Promotions are via mouth to mouth campaign from sales and
by hand out flyers.
1
Interview Goals
• Learn what users think and feel about the pilot project.
• Get to know their familiarity with a program like this.
• Get to know their familiarity with a program like this.
1
Conducting Interviews
I learn a lot how to talk to people with less experience of technology.
We have to listen to their complains and speak with no buzzwords.
We have to listen to their complains and speak with no buzzwords.
2
Results and Pain Points
• It’s like a confirmation from what we got when talking with marketing
team. The users complain about the visibility of their points.
• Another notes we took was the variation of the prizes. We ask what they
would like to exchange with. They are so motivated to exchange it with
the grand prize, gold bar. If they can, they will purchase more so they
can trade it with the gold bar.
Aside of that, they would like to get cooking utensil or household appliances
team. The users complain about the visibility of their points.
• Another notes we took was the variation of the prizes. We ask what they
would like to exchange with. They are so motivated to exchange it with
the grand prize, gold bar. If they can, they will purchase more so they
can trade it with the gold bar.
Aside of that, they would like to get cooking utensil or household appliances
3
Pain Points
• Customer’s points not visible because customers keep asking
their points to the sales team.
• The struggle for marketing team: the desk always full of bill paper
to check and unefficiency in buying prizes because customers can
ask for redeem everyday so if only 1 customer ask to redeem, the
marketing team have to buy it.
their points to the sales team.
• The struggle for marketing team: the desk always full of bill paper
to check and unefficiency in buying prizes because customers can
ask for redeem everyday so if only 1 customer ask to redeem, the
marketing team have to buy it.
2
Understand the Users 🙆♀️
Non Tech Savvy Design Consideration
STOQO’s user persona is a non tech savvy users (ibu-ibu warteg). In order to design for them, I made wireframe to verify
my design then I create the hi-fi mockup.
my design then I create the hi-fi mockup.
UT, UT, UT, UT, UT 🧪
After designing, we test it first to the user to see if there’s any feedback or some deadlock when try this new feature. Some changed that
has been our concern is about the copywriting so we experiment it until we find the best formula.
has been our concern is about the copywriting so we experiment it until we find the best formula.
How This Project Impacts 💥
STOQO
• Points will be showed to customers from
app instead of POD
• Customers can redeem the gifts from app
instead of send it by PO BOX and request
it with physical form
app instead of POD
• Customers can redeem the gifts from app
instead of send it by PO BOX and request
it with physical form
2
Customers
• Decrease Manual Work. They don’t have to
trade the bill paper anymore and we want to
automate it by create a system.
• Increase Orders. The more you purchase,
you’ll get more points so they have to increase
their bag size or purchase more.
trade the bill paper anymore and we want to
automate it by create a system.
• Increase Orders. The more you purchase,
you’ll get more points so they have to increase
their bag size or purchase more.
1
Stakeholder Interview
Customer Interview
First wireframe version
Product Goals 🎯
To empower the user and automate the process
Automate Redemption Process
User can redeem easily through the app and we
also provide delivery services to the user’s store
and provide tracking status to track their prizes.
also provide delivery services to the user’s store
and provide tracking status to track their prizes.
2
Point Visibility
User can see their points in the homescreen
or in redemption page clearly.
or in redemption page clearly.
1
No More Bill Paper
Marketing team doesn’t have to check every single
bill paper anymore. If the user don’t have enough
points, they cannot redeem that prize. ez af.
bill paper anymore. If the user don’t have enough
points, they cannot redeem that prize. ez af.
3
Set Various Prizes & Redemption Time
Marketing team can set a redemption period also
set all prizes that will displayed on user’s app.
set all prizes that will displayed on user’s app.
4
1. Homepage with points and spot
for entering redemption page
for entering redemption page
3. Once they choose a prize,
they can see the reward details
and how to redeem or the policy.
they can see the reward details
and how to redeem or the policy.
5. Your reward list page, you can see
your last redeem or just to track
your sendable prize.
your last redeem or just to track
your sendable prize.
2. At this page, user can choose prize
they want to redeem, or see their
redeem history or how much points
they get in their last purchase
they want to redeem, or see their
redeem history or how much points
they get in their last purchase
4. Redeem Successful!
Design that functioning maybe the best words to describe what I felt and what I learn
when doing this project. Keeping in mind that designing for a user that is not really a tech savvy
was challenging, but it allowed me to make more informed design decisions. This was also
one of the first projects I worked on that made me go through the entire UX process from
ideation, user research, market analysis, visuals all the way to protoyping. In essence, it allowed me
to fully test my UX design process and how to execute it in a timeline.
when doing this project. Keeping in mind that designing for a user that is not really a tech savvy
was challenging, but it allowed me to make more informed design decisions. This was also
one of the first projects I worked on that made me go through the entire UX process from
ideation, user research, market analysis, visuals all the way to protoyping. In essence, it allowed me
to fully test my UX design process and how to execute it in a timeline.
Project Takeaways 📝
Design that functioning.
