Puntos Verdes is a loyalty program that is part of Caja Popular Mexicana, the program rewards users by granting points for the use of their cards or for performing operations within the services of Caja Popular Mexicana; these points can be redeemed for different items ranging from an internet recharge, discounts in establishments to appliances.
The platform was violated by redeeming user rewards without their consent, causing loss of points for users and flow for Caja Popular Mexicana; the platform lacked user experience and had not been updated for more than 10 years.
Product Designer - UX/UI
6 months
Figma
Emmanuel García | Sr Back-end Dev
Ángel Alcaráz | Sr Front-end Dev
Carla Ortega | Product manager
Gabriel Arce | Product Designer - UX/UI
• Increase security when entering and making prize exchanges
• Improve the user experience by redeeming and consulting your information
• The user can have clarity of their transactions when redeeming a prize
I decided to implement the Design Thinking methodology since we did not have the opportunity to interview users as a first phase. I started by mapping the architecture of the site to be redesigned, to have a clear understanding of the flows and processes it contained; this helped to identify the areas of opportunity when developing the new flows and changes or improvements that could be made.
By having the platform flows visualized, I created a new user flow that, together with the information architecture, helped me make improvements in the interaction with the user. Two-step verification was added at various interaction points to increase security as a pillar for the platform redesign.
Once the flow was created and validated with different stakeholders who would be involved in the development of the platform, I began with the design of basic elements and base components of the interface based on Atomic Design, in order to be able to scale the design of the different components and sections within the flow.
Since I was unable to have a prior approach to the users, I designed the platform and a prototype was created by the Development team; with sample information, which allowed for various tasks to be performed in order to be able to test with users.
A usability test was carried out with different profiles, since the program has users of different ages and technological levels. They were asked to perform different tasks, such as: create an account, explore the marketplace to make an exchange, add a product to a shopping cart, see their movements, among others. The feedback was quite good, since we had good acceptance and understanding of the flows by the users. This helped to make minimal changes in the design of the proposed flows and interface.
With the approach in the prototype tests, users gave us positive feedback, mentioning the improvements when entering their account, navigation, the clarity of the information of their points and the ease when redeeming points for a prize.
The process is not always linear and you have to be open to facing challenges from different stages of the process. Applying Design Thinking in this particular case helped me move forward with the project and have a clear vision of design and ideation. A test of an already implemented demo was subsequently carried out, thus obtaining great acceptance and feedback from users.