Project Overview:

Due to the SPAR business model being a voluntary trade type franchise, Retailers wanted to adopt their loyalty program in their stores so each retailer could provide their customers and communities with a tailor-made rewards program. The App’s UX provided a self-managed solution, which reduced the number of support calls and saved retailers money and time on employing additional staff to manage the App.

One of the main challenges with this project was that the solution had to work in different LSM (Living Standards Measure) environments.

Another challenge I faced was that I also had to ensure the solution provided a good user experience for both B2B and B2C users as we had to ensure the retail group (the B2B users)  could navigate the loyalty program admin dashboard, as well as the store customers (The B2C users)  could easily understand and use the loyalty program.

Lastly, I designed for multiple devices such as the native iOS and Android app for the in-store tablets and iPads, as well as the web app that also had to be responsive for desktop and mobile.

Research & Testing:

Due to the retail experience I gained from growing up in a family business, I understand customers and their limited attention span, so I designed the app to be intuitive and quick to use, which made it easy for customers to receive their rewards and leave the store in only a few minutes. For early testing, I installed the app in two stores, one was in a low LSM market, and the other store was in a high LSM market so that I could gain insights on how both markets, low and high, would adapt and use the app as there are vast differences between the two. As part of my testing, I was physically based at these stores and engaged with customers, gaining valuable feedback, perfecting the app and its user experience.