Creating a "Missed Scan Claim" feature within the Everyday Rewards app that resulted in a 12% reduction in customer service inquiries and a 3% improvement in customer satisfaction.
Everyday Rewards is a popular loyalty program in Australia with millions of members. It is used at Woolworths Supermarkets, BWS, Big W, and other partner stores.
We introduced a seamless "Missed Scan Claim" feature within the Everyday Rewards app, allowing customers to retroactively claim points for eligible purchases even if they forgot to scan their card. This functionality provides a hassle-free experience, empowering users to easily claim their rewards and avoid the frustration of missed benefits.
Reduction in customer service inquiries in the first 60 days related to missing rewards points.
Improved customer satisfaction related to VoC surveys
Customers currently face a frustrating and inefficient process when claiming reward points, burdened by unnecessary trips to the store, unclear communication, and a confusing web and chatbot experience. This leads to wasted time, increased stress, and potential abandonment, ultimately hindering customer satisfaction and brand loyalty.
To understand the scope and impact of missing points claims, we conducted quantitative research, including a KANO study, which revealed this issue as a significant pain point for our customers. Furthermore, interviews with in-store team members and customer support representatives provided valuable qualitative insights into the challenges customers faced.
We evaluated the proposed solution using interactive prototypes presented as storyboards to simulate the in-store experience. This approach allowed us to gather valuable user feedback on the effectiveness and usability of the new claims process.
Recognising the need for flexibility, we designed an omnichannel solution that seamlessly integrates with existing customer touchpoints. This included dedicated flows for in-store, web, and mobile app channels, ensuring consistent support and resolution for missing points claims regardless of how the customer chooses to interact with Everyday Rewards.
Our solution simplifies the missing points claim process, from initial scan to claim resolution. By automating data capture with OCR and optimising the claim flow, we've reduced friction and improved efficiency for both members and Everyday Rewards staff.
We designed an intuitive flow, coupled with OCR-driven automation, makes the process seamless and hassle-free. We also provide fallback options for the customers in case anything requires intervention from our support centre.
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The streamlined claim flow guides members through each step, from confirming their transaction to tracking the status of their claim. Automated updates and clear communication keep members informed throughout the process, providing peace of mind and a positive experience.
A key takeaway from this project was the significant impact of the missing points issue on the core value proposition of the Everyday Rewards app. Recognising its potential to detract from the overall customer experience, we chose to invest in a robust, multi-channel solution rather than a quick fix. This commitment ensured a seamless experience for members, regardless of how they interacted with the program (app, web, or in-store).
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We designed an intuitive flow, coupled with OCR-driven automation, makes the process seamless and hassle-free. We also provide fallback options for the customers in case anything requires intervention from our support centre.