I started working full-time as a product designer at Papa John’s in February 2018. Papa John’s was in the early stages of establishing a robust design system. As the design system was evolving, I was both using the design system as a starting point and contributing to it as our needs for new features arose and usabilty problems surfaced. As the lead UX designer on the Loyalty product delivery team, I worked with several agency partners to deliver a new user interface and user experience for our new loyalty program on both website and two native apps platforms.
I started researching and studying QSR loyalty programs on a regular basis to understand our competitors and gain perspective on our product. Working closely with my product managers and engineers, we were designing a program and a product that would excite and delight our customers on their end-to-end journey as they interacted with our brand. My goal was to deliver a frictionless user experience that fit naturally into our design system and enhanced the new features we were creating.
As a disciplined agile team we held demos at the end of each sprint that gave us a constant feedback loop. We launched an internal friends & family program to 100+ people that gave us some great insights and let us know some areas where we were falling short on the user experience. Based on some of that feedback we held a 3 day design sprint where we ideated an enhanced UI & added a few features that would garner greater excitement from the moment our customers start using our product to the end of their transaction.
We recently launched our product in a large test market and our initial findings are that the product is being well-received. We had a roughly 75% acceptance and 30% redemption rate on the first day of launch. We will continue to monitor the usage through metrics we have in place and use that data to inform future decisions. I also launched a campaign with usertesting.com to validate our design. Based on our findings from User Testing, I created a strategic plan to improve make adjustments without severely impacting timelines.