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Case study  ·  Financial

Transforming a rewards experience customers actually redeem

How a leading financial services organization reimagined rewards redemption with strategy, UX, design, and Adobe Experience Manager expertise from Trellist.

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Client
Leading financial services organization
Industry
Financial

The challenge

For financial institutions, a rewards program is often where customer loyalty is actually won or lost, and the redemption experience is what decides it. Our client set out to reimagine that experience and expand the rewards offerings behind it.

The work came with constraints that shaped every decision. Rewards content changed continually as offerings evolved, so the experience had to be straightforward to update without a development cycle for each change. Every asset needed to be mobile-responsive and ADA-compliant. And because the experience lived inside a regulated environment alongside other technology vendors, it required daily coordination with internal compliance teams to protect brand integrity, functionality, and risk management.

What we did

Trellist provided the strategy, UX, design, and Adobe Experience Manager expertise to build and run the program, with a dedicated team of developers, systems analysts, UX architects, and creative leads.

  • Strategic consulting and design. Enhanced the redemption experience and developed new rewards offerings, delivered as mobile-responsive, ADA-compliant landing pages, microsites, and websites in AEM.
  • A component library built for change. Authored new pages and maintained a library of reusable components so content stayed current without a development cycle for every update.
  • Compliance built into the cadence. Coordinated daily with other technology vendors and internal compliance teams to preserve branding, functionality, and risk management standards.
  • Ongoing evolution. Recommendations on UX and personalization that kept the rewards program competitive after launch.

The impact, measured

A redemption experience customers can use on any device, that the client’s team can update without engineering, and that has kept pace with a rewards catalog that never stops changing.

3×
Faster content updates
Sample figure — component library replaced per-change development cycles
100%
ADA-compliant, mobile-responsive assets
Sample figure — every landing page, microsite, and website shipped
0
Compliance escalations at launch
Sample figure — daily coordination with vendors and internal compliance
  • Efficiency gains from deep knowledge of the client’s products, services, and platforms.
  • Consistent brand integrity across every site and vendor touchpoint.
  • Enhanced user experience for rewards redemption on every device.
  • Ongoing innovation in offers and personalization to keep the program competitive.
Let’s Talk

Let’s talk about your customer experience

Tell us where your program is stuck and we will bring the strategy, design, and platform expertise to get it moving, the same way we did here.

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