Designed rewards and retention experiences to increase customer stickiness and foster long-term growth by building future value in current product engagement.
As a Product Designer on the Growth team, partnering with PMs, data analysts, and engineers to conceptualize, design, and deliver retention-focused experiences from idea to launch.
Nov 2023 - May 2024
1 Product Designer
1 Data Analyst
1 Content Designer
2 Product Marketing Managers
2 Product Managers
Engineers
Legal & Compliance Team
Product Designer
The launch significantly boosted customer engagement and conversion, directly driving $29M in revenue.
↑ 78%
Engagement of the customer experience increased 78%, including invitation / earned modals, rewards screen and calculator banner views
↑ 65%
39,000 customers were invited to this A/B test experience, and 65% qualifying for their rewards across multiple corridors
↑ 27,283
27,283 customers sent over $1000 in remittances within the first month of launch and qualified for the rewards
Over 60% users don’t return after their first transaction, often turning to competitors for future transfers.
User engagement dropped by 60% after their first transaction within the next 3 months. Remitly struggled to retain users after their first transaction. Without meaningful reasons to return, we became a one-time solution, not a trusted habit.
Competitors with loyalty programs retain 20% more users. Lack of post-transaction engagement leads to high churn.
In our understanding the problem through user research we landed on 3 key insights:
1. Customers with planned, non-urgent transfers are more sensitive to price than speed or delivery options.
2. Customers’ priority is their latest transfer, not the special offer. Even though they’re curious about the offer, they need to be remind to learn it all the time.
3. While special offer applies in the next month, the feeling of achievement is still in the month they are qualified.
Guided by these insights, we ran a design sprint and explored concepts ranging from subtle prompts to more prominent interventions.
This revealed significant untapped potential in designing for trust on Remitly’s platform.
Home Banner → Drawer Pop-Up / Rewards Sign-Up
→ Rewards Widgets & Send Again → Enter Send Flow
1. Social card in home screen & Drawer popup automatically.
2. Progress bar keep tracking the amount of sending money.
3. Special exchange rate banner in send flow to always remind customer.
Progress Cards Exploration 1
The progress card helps users track how much they've sent with Remitly, clearly showing how close they are to earning rewards and celebrating their success along the way.
Pros:
1. Customers can easy get access to their send amount in this loyalty program.
2. Align with the design system.
3. Easily view the progress of your send and quickly send it again to make more progress.
Progress Cards Exploration 2
Collaborated with the Design Systems team to introduce a new, scalable tracking bar component and contributed to its development.
Pros:
1. Customers can easy get access to their send amount in this loyalty program.
2. Align with the design system.
3. Easily view the progress of your send and quickly send it again to make more progress.
Progress Cards Final Version
Introducing new component and making it scalable across all platforms.
Pros:
1. Customers can easy get access to their send amount in this loyalty program.
2. Align with the design system.
3. Easily view the progress of your send and quickly send it again to make more progress.
Keep motivating customers to earn more rewards
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