PepsiCo
Redesign of the PepsiCo Joy loyalty rewards app.
Challenge
Very low user sentiment score (System Usability Score: 50%)
Unable to login successfully with legacy experience (using tel#, no social auth); scanning and redemption experience clunky and unclear
Situation / Task
Scan codes and strips, redeem for points, participate in Promotions
How might we…
Improve authentication and account creation.
Improve the scanning and redemption experiences.
Ideas into Actions
Divergent -> Convergent Design Thinking activities.
3 Day Global Design Thinking workshop with intentional Stakeholder audience
Build user empathy; interviewing and observation (usability of current app)
Synthesized data and insights for innovation
Design to prototype for testing and Design research for iteration and improvement
Results
Very high user sentiment scores post launch (System Usability Score: 90%)
Success of the improvements, both sentiments from consumers and executives, would allow growth of the app offering from Latin markets to a planned US launch

User Experience

A Few Journey Moments
In App Customer Insight Surveys

Promotions

Scanning Receipts and Codes

Point Accumulation
