Buy More. Earn More. Loyalty App for Muslim Wear Retail
Our team saw an opportunity to boost customer retention in Muslim wear retail by introducing a Loyalty App. It rewards repeat purchases with points, tiered perks, and redeemable items—driving sales while strengthening brand loyalty.
Project Type
Loyalty App
Location
Malaysia
Role
Product Lead
Company
White Label
Industry
Retail
Timeline
3 months
Challenge
How do we make earning and redeeming rewards seamless and engaging?
- Designed an intuitive system where customers instantly see their points and rewards.
- Introduced tiered memberships to encourage long-term engagement.
- Balanced earning rates and redemption values to create a meaningful experience.
- Integrated limited-time offers and exclusive deals to create urgency.
Research
Understanding Customer & Business Needs
Since there was no direct user interview, we extracted insights from the Operations Team’s requirements to align the loyalty program with real business goals. The key priorities were:
- Simple earning & redemption mechanics to avoid customer confusion.
- Scalable membership tiers that grow with user engagement.
- Seamless integration with existing POS & e-commerce platforms.
As a loyal customer, I want to earn points with every purchase so I can redeem exclusive rewards and feel valued by the brand.
As a new customer, I want to understand how the loyalty program works easily so I can start earning rewards right away.
As a high-tier member, I want to access exclusive benefits and early product drops so I feel like a VIP customer.
Competitor Analysis
We analyzed similar loyalty programs in the retail space and broader e-commerce brands to identify best practices. While most offered tier-based perks, we noticed common gaps:
- Limited offline integration
- Poor UX around tracking or redeeming rewards
- Friction-heavy login or account creation flows
Design Process
The design journey started in Figma, with wireframes outlining core user flows like onboarding, point tracking, tier upgrades, and reward redemption.
One major iteration came in the account system. We originally planned for a traditional username/password login. After early feedback and user testing, we simplified it to phone number with OTP verification, aligning better with our offline-first strategy.
Tier Membership
The loyalty program is built around three tiers:
- White: Entry-level tier with basic rewards
- Maroon: Mid-tier with early access and exclusive discounts
- Black: Top-tier with VIP treatment, personal offers, and exclusive events
| Tier | Points | < RM300 | ≥ RM300 |
| White | <1000 | x0.5 | x1.0 |
| Maroon | 1000–3000 | x0.75 | x2.0 |
| Black | >3000 | x1.5 | x3.0 |
To earn points, customers provide their phone number at the cashier. If a purchase isn’t tracked, users can manually upload a receipt for verification.
Point or XP?
Another key discussion involved how points affected tier status. I proposed separating experience points (XP) from redeemable points, allowing users to spend points without risking tier drops—a system common in gaming and credit card rewards. Though we ultimately kept a simpler model, this exploration helped validate priorities around user trust and transparency.
Epilogue
Launch & Outcome
The loyalty platform launched successfully and was announced on the client’s official website. While we didn’t have access to proprietary metrics, feedback from the client’s business team indicated strong adoption.
The rollout also marked a significant internal win—it was our first loyalty product to launch fully and at scale.
Reflection
I’m proud of how this project turned out—not just because it shipped, but because we built it from nothing but a short brief. It proved my ability to:
- Translate abstract business needs into tangible products
- Lead design across research, prototyping, and delivery
- Collaborate tightly with product and engineering to ship
“This was my first loyalty product built from scratch, and seeing it live was a milestone moment in my design journey.”
