I designed and implemented a feature allowing customers to earn cashback by redeeming Citibank reward points for travel bookings. This project involved extensive integration with banking APIs and meticulous user flow design, including handling verification processes and incorporating Citibank's error messages.
Encourage Citibank cardholders to use their points for orders on KKday, boosting their incentive to redeem discounts and strengthening the long-term partnership between KKday and Citibank.
I developed the redemption process on KKday, overseeing all design aspects, including wireflows, interfaces, and interaction design.
Balancing the needs of Citibank and KKday users while collaborating with third parties, and managing authentication for passwords and verification codes.
Within four months of launch, customers redeemed 213K points. The usage rate of coupons given after redemption was 89%, and we secured Citibank sponsorship for 2023.
This collaboration aims to enhance the use of points for purchases on KKday. Additionally, it opens opportunities for Citibank to pursue various promotional initiatives with other banks, such as joint travel rewards or discounts.
challenge: How to encourage them to offset their expenses using Citibank points after making purchases on KKday?
Ensure KKday users with Hong Kong Citibank credit cards proceed to redeem points after completing their orders, successfully passing the phone verification process.
Balance the requirements of Citibank and the needs of users in collaboration with third parties.
Increase the attractiveness of the redemption process by enhancing the visibility of the CTA, improving copywriting, and offering promotional activities.
Special attention is given to all error scenarios and their corresponding follow-up processes, whether during user authentication or real-time integration of user points information.
Challenge: Due to security concerns, we needed to set verification limits. It was crucial to define a clear flow for different error scenarios and provide proper feedback to users.
I compiled a list of potential scenarios and trigger conditions based on the error messages provided by Citibank. In addition to the regular usage flow, I also created scenarios for failures.
Example of Phone Verification Failure Flow:
After completing an order on KKday using a Citibank credit card, users enter the points redemption process through the promotional banner.
Users enter their Citibank membership phone number and receive a verification code to complete authentication. This process connects in real-time with Citibank's backend database.
Users select the points to redeem for their current purchase amount using the Pay with Points option.
Successful points redemption grants the user a coupon.
Within four months of launch, the points redemption amount reached 213K. We also successfully secured Citibank sponsorship for 2023.
