Donating Rewards
Experience design of donating your loyalty rewards to a charity in your community
Experience design of donating your loyalty rewards to a charity in your community
Walgreens long time loyalty program Balance Rewards needed a revamp, what used to be points-based system was now transitioning to cash-based system called myWalgreens Cash rewards.
Since 1901, Walgreens has been committed to giving back to the communities, previously they have already worked with a number of charity partners but not digitally within the web/app. This, along with the current program of team members being able to donate to their team members due unforeseen events is what sparked the initiative for customers to donate their rewards.
Charity donation was 1 piece of the 10 journey puzzle that needed to be handed off before the 8 week deadline.
Budget & Time Constraints: Due to the a strong legal deadline and the many journeys that needed to be completed in time before code-freeze - usability testing was not prioritized.
Over the course of 8 weeks to reach a legal deadline, desktop research and feature prioritization is what made us reach the finish line, alongside collaboration with the product manager.
Conducted desktop research via the web by reading common pinpoints with donation among society, millennials etc.
Worked alongside Product Manager daily to reduce scope increase and align with stakeholders on MVP.
Match up experience design with Vendor API to ensure 1:1 match and strong partnership.
Ideated beyond MVP to ensure we were set up for success for the next phase without scrambling and so we can meet our users expectations.
I did desktop research to gain insights into the charity industry by reading white papers and conducting a competitive analysis.
"For visitors to feel inspired to contribute to your organization, they first need to understand and agree with your mission. Make it easy for them by clearly and concisely communicating your nonprofit's overall objectives and mission statement."
- Ironpaper
We prioritized the requirements on a 2x2 matrix to figure out which features are most important for teams to focus on building as the list from business was quite long for an MVP.
I ideated solutions based on the Walgreens design system and research findings. I presented insights to the team and stakeholders allowing us to prioritize and align our efforts more effectively.
Based on the ongoing collaboration with the vendor, stakeholders, and leadership - phase 2 was launched into the world with high hopes.
White papers expressed that customer wants to know about the charity they are donating to and why their money will help.
Using their preferred store location or any zip code they wished to search for, a customer could find a charity within that community.
Essence of time is important to convey and also how far along the charity is to reaching their goal to make an impact.
Multiple meetings were held with the vendor about the guardrails of the program. Going the extra mile I mapped out how their API seamlessly integrated within the experience to establish trust and partnership.
For phase 2 of the feature, I shared the entire functionality with the development team, including the happy path and various scenarios.
Launching a feature when the baseline of the program is not understood, will not stand the test of time.
Read white papers - find out the why, ins and outs of the feature within society.
To ensure that scope increase was limited.
Are always worth the effort with internal and external teams.
Introducing a new feature when a major transformation was happening alongside holiday season/code freeze, the launch time was not right and lead to user drop-off from the beginning to when it was discontinued 3 years later.
Although this feature was asked as a requirement - I could have pushed back more on it with internal research that was conducted historically.