Delivering exceptional digital experiences has become a key differentiator for financial institutions competing for customer loyalty. In this engagement, Trellist partnered with a leading financial services organization to reimagine its rewards experience through strategic UX, design, and Adobe Experience Manager expertise.
The Situation
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, a leading financial services organization, 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.
Trellist was brought in to provide the strategy, UX, design, and Adobe Experience Manager expertise to build and run that program.
The Solution
Strategic Consulting and Design: Provided strategic consulting and design services to enhance the rewards redemption experience and develop new rewards offerings. Created mobile-responsive and ADA-compliant landing pages, microsites, and websites via AEM.
Content Management and Updates: Authored new pages and updates to existing pages, ensuring the content remained relevant and engaging. Assisted with maintaining a library of components to facilitate efficient updates and content management.
Dedicated Development and Support: Assembled a dedicated team of technical developers, systems analysts, UX architects, and creative leads to support the rewards redemption experience. Delivered ongoing support to maintain and evolve the rewards experiences in alignment with the company’s management.
Daily Coordination and Compliance: Coordinated daily with other technology vendors and internal compliance teams to preserve the integrity of site branding, functionality, and risk management. Ensured all developments met the company’s stringent compliance and regulatory standards.
The Impact
Efficiency Gains: Leveraged our deep knowledge of the company’s products, services, and platforms, resulting in improved project efficiency and marketing efficacy.
Enhanced User Experience: Developed mobile-responsive and ADA-compliant digital assets that enhanced the user experience for rewards redemption.
Consistent Brand Integrity: Maintained the unity of site branding and functionality through daily coordination and adherence to compliance standards.
Ongoing Innovation: Continuously evolved the rewards offerings and redemption experience through recommendations on UX and personalization, keeping the company’s rewards program competitive and appealing.
Platforms used: Adobe Experience Manager (AEM)
Services involved
Customer Experience & Personalization · Financial Services
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