Loyalty Program
Client: ADCB Bank
Date: 2024
Category: Service design
A regional retailer wanted to launch a new loyalty app but needed clarity on user pain points and market gaps.
Mission
Map opportunities, define the service foundations, and design core structures (IA & flows).
Scope
Workshops, service blueprinting, opportunity mapping, IA, and user flows.
Where
loyalty apps fail users today.
How
to structure the service for adoption and re-engagement.
What
features could differentiate their product.
Design a loyalty app from scratch that fills market gaps and creates value for both merchants and customers.
1 Finding Gaps
Solution
Ran workshops & built service blueprint.
Outcome
Found 100+ pain points in the journey.
2
Structuring the App
Solution
Designed IA around Offers, Wallet, Profile, Tiering.
Outcome
Provided a clear, scalable foundation.
3 Visualizing Journeys
Solution
Built high-level user flows for onboarding, earning, redeeming, and re-engagement.
Outcome
Aligned stakeholders on how the app would actually work.
1 Business
Clear roadmap and opportunity areas for launch.
2 Users
Simpler earning/redeeming, relevant offers.
3 Operations
Stronger merchant touchpoints and communication.
This project showed how service blueprinting bridges business uncertainty and user needs. Starting from scratch ensured the app’s design was intentional, not reactive.