Redesigning a B2C rewards program
for a telecomunications company

UX/UI Design
Project Overview
As a consultant I worked on a digital transformation project for one of the biggest telecommunications company in Brazil. The Valoriza is a rewards program that allows clients of company to gather points and exchange them for discounts, acessories or cellphones.

The main objective of this project was to review rules and design of the program, ofering new benefits and experiences to the customers.
My Contributions
I was responsible, with another designer, for the discovery, interviews with users, benchmark, wireframes and user interface.
Interview with clients
We talked with 10 users from the company and other reward programs. The main problems pointed out by customers were:
- They are concerned about the prizes offered: especially if the value of the prize is less than what they could buy with the points. Some people do not consider discounts as sufficient rewards to change the system;
- Some clients accumulate points for their family members to use;
- Many clients didn’t know the benefits of the program;
- Most customers would like to receive more program notifications.

Pain points in the current experience:
- APP and Desktop usability;
- They don’t know how to claim the rewards;It’s not possible to see the amount of points acumulated in APP;
- They don’t know the rules of the rewards program.

Customer needs
- Easy to use platform;
- Personalized benefits;
- Benefits claim tutorial;
- Frequently asked questions area;
- Receive information about category changes.
UX/UI Design
2019