Reward fulfilment
Buyapowa is a B2B2C referral marketing platform. I redesigned the reward fulfilment experience, giving clients real-time visibility into rewards and reducing manual tracking time by 50%.
Year :
2023
Industry :
MarTech
Client :
Buyapowa
Project Duration :
6 month
Problem :
Clients reported missing rewards, which led to frustration and a poor experience. The lack of visibility caused confusion as referrals succeeded, but rewards did not come through.
This increased the workload for Customer Support and Finance, as teams had to track and share updates manually.
Results :
50% reduction of CS and Finance workload
20% decrease in support tickets
40% increase in reward tracking confirmation
PROCESS :
To understand why rewards were failing, I ran a UX audit and analysed support data to identify recurring issues. I then led use-case and prioritisation workshops with key user roles to focus on the most impactful needs. Using these insights, I created an information architecture map that clarified structure and navigation, reducing average task completion time by 30%.
SOLUTION :
Using insights from the research and workshops, I designed a self-serve reward tracking experience that gave clients full visibility over their referral and reward flows. I explored low-fidelity sketches to test how data could be surfaced and structured, then refined them into high-fidelity designs in close collaboration with engineers and the Customer Support team. This ensured technical alignment and usability, resulting in a working prototype that introduced a new Referral History Log and Reward Fulfilment Log, allowing clients to track and manage rewards independently.
IMPACT:
Reward tracking improved by 40%, CS & Finance workload reduced by 50% and support tickets were cut by 20%.
Usability testing confirmed the design’s ease of navigation and visual hierarchy when tracking rewards.
Feedback highlighted naming conventions and bulk actions as areas for future improvement.
other work
lET'S CHAT
Available for Q4 '25
Let’s create something meaningful together.
Do you want to bring your idea to life? Schedule a meeting below and let’s chat!
Reward fulfilment
Buyapowa is a B2B2C referral marketing platform. I redesigned the reward fulfilment experience, giving clients real-time visibility into rewards and reducing manual tracking time by 50%.
Year :
2023
Industry :
MarTech
Client :
Buyapowa
Project Duration :
6 month
Problem :
Clients reported missing rewards, which led to frustration and a poor experience. The lack of visibility caused confusion as referrals succeeded, but rewards did not come through.
This increased the workload for Customer Support and Finance, as teams had to track and share updates manually.
Results :
50% reduction of CS and Finance workload
20% decrease in support tickets
40% increase in reward tracking confirmation
PROCESS :
To understand why rewards were failing, I ran a UX audit and analysed support data to identify recurring issues. I then led use-case and prioritisation workshops with key user roles to focus on the most impactful needs. Using these insights, I created an information architecture map that clarified structure and navigation, reducing average task completion time by 30%.
SOLUTION :
Using insights from the research and workshops, I designed a self-serve reward tracking experience that gave clients full visibility over their referral and reward flows. I explored low-fidelity sketches to test how data could be surfaced and structured, then refined them into high-fidelity designs in close collaboration with engineers and the Customer Support team. This ensured technical alignment and usability, resulting in a working prototype that introduced a new Referral History Log and Reward Fulfilment Log, allowing clients to track and manage rewards independently.
IMPACT:
Reward tracking improved by 40%, CS & Finance workload reduced by 50% and support tickets were cut by 20%.
Usability testing confirmed the design’s ease of navigation and visual hierarchy when tracking rewards.
Feedback highlighted naming conventions and bulk actions as areas for future improvement.
other work
lET'S CHAT
Available for Q4 '25
Let’s create something meaningful together.
Do you want to bring your idea to life? Schedule a meeting below and let’s chat!
Reward fulfilment
Buyapowa is a B2B2C referral marketing platform. I redesigned the reward fulfilment experience, giving clients real-time visibility into rewards and reducing manual tracking time by 50%.
Year :
2023
Industry :
MarTech
Client :
Buyapowa
Project Duration :
6 month
Problem :
Clients reported missing rewards, which led to frustration and a poor experience. The lack of visibility caused confusion as referrals succeeded, but rewards did not come through.
This increased the workload for Customer Support and Finance, as teams had to track and share updates manually.
Results :
50% reduction of CS and Finance workload
20% decrease in support tickets
40% increase in reward tracking confirmation
PROCESS :
To understand why rewards were failing, I ran a UX audit and analysed support data to identify recurring issues. I then led use-case and prioritisation workshops with key user roles to focus on the most impactful needs. Using these insights, I created an information architecture map that clarified structure and navigation, reducing average task completion time by 30%.
SOLUTION :
Using insights from the research and workshops, I designed a self-serve reward tracking experience that gave clients full visibility over their referral and reward flows. I explored low-fidelity sketches to test how data could be surfaced and structured, then refined them into high-fidelity designs in close collaboration with engineers and the Customer Support team. This ensured technical alignment and usability, resulting in a working prototype that introduced a new Referral History Log and Reward Fulfilment Log, allowing clients to track and manage rewards independently.
IMPACT:
Reward tracking improved by 40%, CS & Finance workload reduced by 50% and support tickets were cut by 20%.
Usability testing confirmed the design’s ease of navigation and visual hierarchy when tracking rewards.
Feedback highlighted naming conventions and bulk actions as areas for future improvement.
other work
lET'S CHAT
Available for Q4 '25
Let’s create something meaningful together.
Do you want to bring your idea to life? Schedule a meeting below and let’s chat!