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e-Commerce / Retail Loyalty Rewards Ideal CX
Project type
Generative research, IDIs
My Role
Senior UX Researcher (lead)
Project type
Qualitative, generative research, IDIs
Link
This qualitative research explored the landscape of loyalty rewards programs in order to inform the 0 to 1 development of a major retailer's rewards program.
The findings from this research had a major impact on the structure of the rewards program. This research highlighted key risks that exist with certain types of rewards and benefits that would potentially harm customers' perception of the brand.
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