Loyalty app rebuild that tripled weekly active users
Redesigned and rebuilt a legacy loyalty app from the ground up, cutting checkout steps from six to two.
Illustrative case study. Written to show the page structure and the level of detail that performs well in search. Replace with a real engagement from the CMS before launch.
The challenge
The existing loyalty app had a 2.1 star rating and most reviews described the same problem: redeeming points took six screens and frequently failed at the last step. Customers were signing up and never returning.
Our approach
We watched twelve customers try to redeem points on the old app before designing anything. Every one of them hesitated at the same two screens. The rebuild collapsed redemption to two steps and made point balance visible from the home screen instead of three levels deep.
The outcome
Weekly active users more than tripled within six months of launch. The store rating rose from 2.1 to 4.6, and repeat purchase rate among app users increased 58%.
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