Pepsi Joy Loyalty App

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

Scan codes and strips, redeem for points, participate in Promotions

Improve authentication and account creation.
Improve the scanning and redemption experiences.

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

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