Product Design Papa John's

Joining the Loyalty Product Development Team

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.

Understanding the product & the problem

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.

Validating Solutions

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.

Learning as we go

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.