Tronic

Project Details

Overview

Tronic's platform needed a centralized system to incentivize user engagement and drive loyalty across brand experiences. Through in-depth user research and testing, I led the creation of a points and levels system that aligned with user expectations, supported cross-brand reward mechanics, and gave our clients a trackable metric for engagement.

Objectives

Show visible progress to increase perceived value.
Clarify point purpose and value for users.
Differentiate points from blockchain-based rewards.
Let brands manage point logic and maintain scalability.
Support multi-client use without added complexity.

Timeline

6 Months

Contribution

Project Lead, E2E Design, User Research

The Challenge

Our early user testing revealed a clear issue: users didn't see the value in completing branded tasks (Journeys). Their mental models, shaped by traditional loyalty apps, led them to expect points and visible progress. Without incremental rewards or a sense of momentum, the experience felt incomplete—there was nothing pulling them forward or bringing them back.

Approach

“I still don't know what kind of rewards I am getting out of doing all these homework assignments.”

Erin Somers, Test Participant

Workshopping

First, I identified the core requirements based on user insights: reward visibility, tiered progression, spend-based incentives, and redemption clarity. With those in hand, I facilitated a structured FigJam session with cross-functional stakeholders to validate the opportunity and define the shared vision. Together, we documented the user needs, product requirements, and business goals that would guide development of the points system.

See Workshop

User Flows

I mapped out user flows for earning and redeeming points across dozens of scenarios—both in-app and off-app. This included standard task completions, edge cases like unregistered users claiming rewards, and redemption paths across multiple brand experiences. I then used my findings to draft low fidelity mobile screens.

User Testing

To validate our approach, we ran a rapid usability test using Maze. The primary goal was to ensure users could successfully navigate through the full flow—earning points and reaching step 6 to redeem their reward without confusion or drop-off.

See Maze Report

Outcome

The Results

We launched our unified Points & Levels system in partnership with the Texas Tech Alumni Association, introducing a familiar and rewarding experience across the Tronic platform. Users now earn points by completing tasks, making purchases, and engaging with content—progressing through tier levels with exclusive perks.