A leading credit card issuer wanted to revamp its online reward platform, specifically seeking to improve the presentation of redemption options and the overall process flow. Our Credit Card Research Services team quickly leveraged our existing research into reward platforms from 11 leading card issuers, providing the firm with two comprehensive reports to evaluate issuers on reward interfaces and reward processes, respectively. Our analysts provided in-depth rankings, with firm-by-firm breakdowns and screenshots, using in-house UX testing to note industry-leading digital experiences. We identified best practices for interface features, organization and redemption processes along with actionable recommendations such as offering redemption history and digital gift cards to avoid relying on physical mail. With our research, the subscriber identified clear areas of opportunity and gained actionable recommendations for making its own reward center a best-in-class experience.
