Finz is a membership debit card that provides rewards like credit cards for middle-income adults in UK. I was responsible for creating a seamless loyalty rewards system, that allows Finz users to experience lifestyle rewards.
Fostering brand loyalty in fintech industry is challenging, as it is easy to switch providers that offers better rewards. While loyalty rewards are a proven strategy to retain users, the real puzzle lies in discerning the rewards that truly captivate users, compelling them to join and actively participate in a loyalty program.
I conducted research to understand what makes the users embrace and stay committed to a loyalty program. Design thinking tools such as - persona, user journey, and how might - helped me to uncover the pain-points that Finz users were facing on a deeper level.
Offering exclusive incentives tailored to fine dining, live sports, and music events helps to elevate brand loyalty as these transcend Finz users experience to next level.
By considering iOS guidelines and Finz design system, I designed high-fidelity interfaces for the rewards flow.
Average session time on the app increased from 3 to 5 minutes after implementing the enhanced rewards system, marking a 40% improvement.
Post-redesign surveys showed a substantial rise in satisfaction levels, with 85% of respondents satisfied with the new rewards system compared to 65% before.
Usability testing revealed issues in reward navigation and redemption. Following UI enhancements, user satisfaction with app usability rose by 20%.
