In this case study, my team examined how Expedia Rewards was redesigned to enhance user experience, increasing engagement and traveller satisfaction. This case study overviews the project's research, design, and final results. Travellers worldwide use Expedia as their go-to website to plan their vacations. Expedia had to reevaluate and modernize its brand in 2020 to cater to the demands of modern travellers in the face of unprecedented global difficulties and changing travel preferences. Because of this, the Expedia Rewards program's principles aims, and user actions shifted.
A Designer's process or modus operandi (M.O., or "way of doing things") is an essential part of being able to conceptualize, collaborate on, and create great products.
To be transparent as possible, I have provided button links throughout this case study to surveys, results, source design files, and more. Feel free to take a deeper look into any of these to get a better idea of how I structure and organize my projects to take them from ideation to end-product.
Redesign the Expedia Rewards experience into a cohesive, intuitive loyalty ecosystem that creates meaningful connections with our customers. The revitalized program will deliver a consistent and emotionally engaging experience across all platforms, web, mobile web, and native applications, while supporting our extensive global user base.
The Expedia Rewards program is experiencing significant adoption barriers despite its potential value. Members report confusion about the point accumulation process and redemption options, leading to reduced program participation. This lack of clarity has negatively impacted our customer retention metrics and diminished the program's effectiveness as a loyalty drive.