Schiff® Loyalty
Rewards Program Case Study
E-Commerce
User experience development and design of Schiff® Vitamins loyalty program signup and authenticated user experience and interface.
Client:
Schiff® Vitamins
Year
2022
INTRODUCTION
01 - OPPORTUNITY
Schiff® Vitamins has an over 100-year history in creating science-backed dietary supplements. The Schiff® family includes 6 different brands of vitamins and supplements to aid their customers unique needs.
schiffvitamins.com had recently gone through a complete facelift to align with current brand story and climate. Schiff® wanted to redesign their loyalty platform to give back to their loyal consumers and encourage new customers to become loyal ones through perks and incentives in addition to the quality and usefulness of their product library.
02 - SOLUTION
SnippLoyalty is an end-to-end, real-time multichannel SaaS cloud-based customer loyalty program software to drive customer acquisition, engagement and retention.
Our UX/UI and development team worked closely with the Schiff® UX team as well as the Snipp! software team to implement a fresh, new, and brand savvy platform to fit with the new look and feel of the Schiff® brand website.
03 - MY ROLE
As the senior UX/UI Designer on this project, I worked closely with the Schiff® UX team to develop new UX opportunities and execute high-fidelity comps of the user interface. I researched and developed the in-store user experience opportunity, helped establish the brand voice and image within the new loyalty platform, and developed all new UI components including icons, text fields, list & grouped components and more. I designed and executed all high-fidelity comp screens, led all client presentations and managed all handovers to the Snipp! and internal development teams.
RESEARCH
04 - BRAINSTORMING
What is most new customers first interaction with Schiff® brand products? All Schiff® brand products are sold in stores where browsing consumers are looking to either aid an ailment or support their overall health. I wanted to develop a link between this in-store shopping experience and signing up new customers to become loyalty members of Schiff brands.
After implementing a short questionnaire to consumers familiar with Schiff® products, I concluded that packaging would also be a great outlet to advertise and instantly sign up new users to join the Schiff® Loyalty program.
05 - HOW MIGHT WE?
How might we sign up new Schiff® Loyalty members while shopping in store or straight from the packaging?
06 - IN STORE EXPERIENCE
Shelf Sticker Sign Up
Communication on shelf and/or packaging could drive consumers to the Schiff® website to join the loyalty program and receive a QR code to activate a discount for THIS purchase. This would be done in store from the user's phone.
Packaging Sticker Sign Up
Packaging would include externally added tickers with communication to drive customers to their website to sign up to the loyalty program and receive a discount for future purchases.
INFORMATION ARCHITECTURE
08 - USER FLOWS
I created the user flow for the two in-store shopper user experiences. These flows went through various renditions to determine simplest routes to gain new Loyalty members holistically.
DEVELOPMENT
09 - WIREFRAMES
SNiPP! Wireframes
The Snipp! modular technicians provided our team with a library of screen wireframes that would need to be developed for the Snipp! Loyalty platform. These wireframes gave us the basic framework for what we needed to build. We then worked closely with the Snipp! development team to customized the templates for the Schiff® Loyalty platform.
Loyalty Dashboard
Loyalty Landing Page
Rewards Details
Rewards Listing
Transaction History
Receipt Upload
10 - IMAGERY
Imagery was selected, photographed and styled to have a lighthearted feel that Schiff® consumers can relate to and be inspired by. Schiff® Vitamins wanted to steer away from the heavily photoshopped product images they had been using in the past so they shot new photography that is on-brand but life-like and relatable.
INTERFACE DESIGN
13-1 - LANDING PAGE
Desktop
The landing page is where the user is taken when they navigate to “Rewards” in the main menu bar. The user is then asked to sign up to become a Schiff® Rewards member. As the user scrolls down the landing page, they can learn more about the benefits and rewards of the loyalty program.
13-2 - LANDING PAGE
Mobile
The mobile landing page was adapted to be intuitive and easy to navigate. Scroll, pagination, and tab systems were used to optimize the space between elements while engaging the user on the mobile platform.
14-1 - DASHBOARD
Desktop
Once authenticated, the Schiff® Loyalty dashboard displays to the loyalty member all of their stats and benefits at a glance. They can also view their current tier status and remaining point value, explore rewards and how to earn more points, and view their recent activity and FAQs.
14-1 - DASHBOARD
Mobile
15.1 - CART AND CHECKOUT
Desktop
The product cart is a displayed as an overlay which slides in from the right. Here, the shopper can increase or decrease their product quantities and also see how many points the current cart will earn them as a member if this purchase is completed.
Checkout process is set up based on Shopify’s structure. In the product detail portion, the member can add discount codes and redeem reward points if desired. The following steps are standard for the Shopify checkout process.
Authenticated
User can apply discounts or redeem points.
Unauthenticated
User can apply discount code but is prompted to sign-in or sign-up in order to receive or redeem points.
15.2 - CART AND CHECKOUT
Mobile
16-1 - RECEIPT UPLOAD
Desktop
The receipt scan feature of this platform gives simple instructions up front on how to upload their in-store receipts.
Below the fold is the interface used to upload receipts. On desktop, the user can either drag images on the image partition or select to choose a file from their computer.
A confirmation pop-up will indicate to the user that their receipt was successfully uploaded.
16-2 - RECEIPT UPLOAD
Mobile
On mobile, with permission, the user can use their phone camera to take a photo of their receipt or choose an image from their local files.
SUMMARY
17 - OUTCOME
The overall esthetic of the new Schiff® Loyalty platform is more engaging visually and interactively for the new and veteran loyalty members. With the addition of in-store sign-up it’s easier than ever for users to sign up and save money instantly. With the easy store receipt upload feature, members can get credit for every Schiff® purchase.
As a result of the new platform, Schiff® Loyalty nearly doubled it’s new monthly sign-ups for the following 12 months, resulting in more frequent repeat consumers and higher sales revenue for in-store and online sales.
"Adeola’s consistent and incredible design work exceeded expectations and showed her detail-oriented, passionate style which was highly recognized by our clients and users."
— Sheen Capalbo, Opici Wine Group