Seamlessly integrated Fluidra's rewards program into the Fluidra Pro B2B app and web platform, delivering a unified single sign-on experience for access to the complete suite of pool professional services and solutions.
Rewards Integration in Fluidra Pro
Role
Product Designer, UX Research, Design System
Tools
🌱 Introduction
The purpose of the project was to integrate Fluidra Rewards into the Fluidra Pro platform. This integration aimed to consolidate various loyalty programs under a single, comprehensive platform, providing users with a streamlined and enhanced experience.
By moving to Fluidra Pro, the company sought to offer tailored rewards and incentives, supporting business growth and improving customer engagement.
❓What is Fluidra Rewards?
Fluidra Rewards was a loyalty program designed to reward dealers and pool professionals for their purchases and engagement with Fluidra's products.
Earn points on qualifying purchases.
Redeem points for merchandise, travel, and product discounts.
Supports business growth and enhances customer experience with tailored rewards and incentives.
👀 The Problem
The Fluidra Rewards website operates independently from the Fluidra Pro platform.
This separation creates inefficiencies for users who need to manage their rewards and purchases across different systems.
Additionally, the disconnected platforms limit the ability to provide a seamless and cohesive user experience, which can lead to user frustration and lower engagement rates.
“Fluidra wanted to transition its loyalty programs to the Fluidra Pro platform and deprecate the Fluidra Rewards website.”
⚽️ The Goal
Integrate a loyalty program seamlessly into the existing Fluidra Pro platform.
Develop a new design system in line with the rebranding efforts.
Update the onboarding screens and integrate MFA to enhance the user onboarding experience and security.
📈 Results & Feedback
30%
20%
High
increase in user interaction with the platform.
improvement in user retention due to the loyalty program.
satisfaction rates from users regarding the new onboarding experience and loyalty program.
🧪 Designing by Asking Users, Iterating by Listening
In contrast to formal usability testing, which follows predefined tasks and metrics, I embraced a more natural and casual approach by implementing guerilla usability testing.
This choice offered me an effective way to gather feedback, one that's flexible, approachable, and adaptable to our circumstances.
👩🏼🎨 Design System
Collaborated with the marketing and branding teams to develop a new design system that reflects Fluidra's rebranded identity.
🧩 The Solution
To address the needs of Fluidra Rewards, I initiated the design process for web, mobile, and app platforms simultaneously.
Given the data-heavy nature of Fluidra Rewards, thorough research led us to implement widgets on the dashboard. This approach provided users with easy access to essential information without overwhelming them with extensive data.
🖥️ Web Design
📱 App Design
🤝 Design - Developer Handoff
To ensure a smooth design-developer handoff, I created a high-fidelity user flow that detailed interactions on each screen. This helped developers understand the interactions and establish acceptance criteria for testing.
Below is a detailed high-fidelity user flow for the onboarding and two-factor authentication screens.
💫Uncovering usability issues
To evaluate the usability and effectiveness of the newly integrated loyalty program and the updated onboarding screens, we performed Guerilla and Unmoderated Remote usability testing methods.
Tool Used
Userlytics
📊 Feedback
✅ Intuitive Navigation
Users found the loyalty program dashboard easy to navigate and appreciated the clear layout and visual hierarchy.
✅ Enhanced Onboarding
The updated onboarding process was praised for its step-by-step guide and visual appeal, making it easier for new users to get started.
✅ Personalized Experience
Users appreciated the role-based and tier-level dashboards, which effectively tailored rewards to individual users and significantly reduced errors.
#Users
20
🎬 The Final Designs
Below are the unique user views for web, mobile web and app.
Web
Mobile Web
The Fluidra Pro App was launched January 2024
APP (iOS and Android)
☀️ Reflecting on the Project
The integration of Fluidra Rewards into the Fluidra Pro platform successfully addressed user pain points and achieved the project’s objectives. By providing a seamless, efficient, and personalized experience, Fluidra not only enhanced user satisfaction and engagement but also streamlined its operations, positioning itself as a leader in customer loyalty within the pool and wellness industry.
While the project was ultimately successful, it was a challenging journey.
One of the biggest hurdles was when the marketing team decided to rebrand Fluidra Pro just two months before launch.
We were deep into the testing phase and had to quickly iterate designs to match new look and feel.
This required rapid adjustments to ensure the rebranded look aligned with the user experience.
Balancing the new brand identity with platform functionality was complex.
Despite the tight timeline, we successfully launched Fluidra Pro on schedule.
This experience not only tested my adaptability and problem-solving skills but also highlighted the importance of collaboration and flexibility in UX design.
If you'd like to know more about how I overcame this challenge, feel free to ask during the interview! 😊
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