Reward Redemption System
Designing a redemption experience that achieved ~80% participation across a multi-brand loyalty platform serving 100K+ users.
Context
A reward redemption experience built on top of the multi-brand loyalty platform, serving 100K+ users across enterprise brand programs. Redemption is the part of a loyalty program that creates tangible value for end users — it is where earned points become something real.
Problem Statement
Users were accumulating points through earn mechanics, but redemption engagement was low. Without meaningful redemption participation, the loyalty platform could not demonstrate ROI to enterprise clients. A loyalty program that earns without redeeming is a liability, not an asset — users accumulate points they do not trust will be honoured.
The challenge was to design a redemption experience that felt intuitive, rewarding, and accessible — and to do so across a multi-brand platform where each client had different catalogue requirements and redemption rules.
Business Goal
Drive reward redemption participation across points, vouchers, and product catalogues — demonstrating measurable loyalty program value to both end users and enterprise brand clients.
My Role
Technical Product Owner responsible for defining redemption product requirements, working with business stakeholders to establish eligible reward types and redemption mechanics, and leading engineering delivery of the earn-and-burn system.
Detailed write-up in progress. The full case study will cover user research, the redemption flow design, trade-off decisions, and the path to ~80% participation.