Deep dive on the unified card view project, including the merchant experience for creating and editing a perk, as well as new functionality added to the card system.
Perk composer
The unified perk system requires a way for merchants to create and manage perks for their loyalty programs in a standardized manner. To address this issue, I redesigned the UX of the existing perk composer to allow merchants to create the full range of perks now available in the system.
Content and functionality of offers available in the perk composer on web and device:
This new design is user-friendly and accessible on both web and Clover device platforms. As a result, merchants can easily create and manage perks for their loyalty programs, providing a consistent user experience for their customers.
Perk composer on web:
Perk composer on Clover Mini device:
Added functionality
Disabled card states
Part of designing this card system is thinking about the shutdown process. What do customers see in-app when a merchant stops using Perka? How can we improve the merchant and customer experience when a merchant downgrades or shuts down their loyalty program?
Merchants can manage their loyalty program by editing or deleting perks using the perk composer on the web or on their Clover device. “Disabled card states” promote human connection, encourage feedback, and enable quick resolutions. I designed this feature (and the unified card view as a whole) to maintain a warm, personal relationship between merchants and customers.
On the web dashboard, merchants can either provide a reason for removing the live offer or use the default system message.
On device, an alert warns merchants when they end live offers early since customers have already seen them.
Clover device:
By utilizing the existing Feedback functionality in the app, customers can now message the manager of the Clover account to get more info about why an offer was removed. The manager can respond and even send a perk or extra points with their reply.
For Real-Time Promos, a UI distinction was added to show when offers end as scheduled or when a merchant removes an offer early.
ADDED FUNCTIONALITY
Points as perk
One takeaway from user research was that merchants want the ability to adjust a customer's points when responding to feedback. Many customers had complained about not receiving points for their purchases, which forced merchants to manually adjust a customer's points total on the Clover device. Merchants often responded to these customers with a message such as "ask us to adjust your points next time you're in the store," placing the burden on the customer to remind them of the problem. Allowing merchants to adjust a customer's points via the reply modal in the Feedback flow provides greater flexibility to keep customers satisfied, even when they are not physically in the store.
This update also enables merchants to select "extra points" as an offer type when creating perks for their loyalty program.
MVP included adding points as perk into the newly updated card style:
Future work includes notification design when extra points are earned and applied to the total: