Overview
Aspiration Customer Promotions had been one of the standard benefits for all accounts for years, however, they had no presence in the account experience. Customers that were aware of them relied exclusively on submitting support tickets for any details regarding their promotion statuses.
We set out to address this by designing an in-app feature that provided users all the information they needed to track their promotions, increase discoverability for users who weren't in the loop, and in the end, reduce the contact and reliance on the support teams for basic information.
Goals
- An in-app home for all promotions
- Reduce contact load on support teams
- Increase promotion engagement
Outcomes
Most importantly, promotions related support tickets dropped dramatically as users could now see their progress and standing for any promotions they were actively participating in. Overall sentiment was positive and promotions as a whole was receiving more engangement across the customer base.
