What we've learned from travellers

To breathe new life into the Expedia Rewards Program, the UX Research team collaborated with my team and several stakeholders and used a multifaceted approach. My team learned a lot about the problems and demands of the users using techniques like surveys, usability testing, and interviews.

The marketing, product management, and customer support teams collaborated closely together on this project to investigate and resolve any issues related to the user experience. By doing extensive study, the team sought to develop a rewards program that better meets the needs and caters to the interests of modern travellers.

What the Optimal Expedia Rewards Experience Is?

Rather than optimize in silos, I led an effort to reframe the Rewards experience as an integrated system, one that nudges, informs, and delights across platforms.

What it is was:

• An integrated, intuitive, and user-friendly experience that allows travellers to easily access, track, and redeem their points directly within the Expedia website and the Expedia app.
• It tailors rewards, offers, and recommendations based on individual user preferences, travel behaviour, and engagement history, creating a personalized and relevant experience.
• The program also included engaging features like tier progress, challenges, and badges to motivate users.
• It offers easy-to-understand earning and redemption options, with the flexibility to combine points and cash for more control.
• Designed with AODA compliance and multilingual support,

What it was NOT:

• The Expedia Rewards program is not a disconnected feature
• Unlike static programs with generic offers, it delivers personalized rewards and communications tailored to individual users.