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fresh step

loyalty program

Background

One of the more recognizable brands in pet care products, Fresh Step wanted to update their loyalty program (paw points) web site to coincide with the launch of a new line of litter products. As part of their overall marketing plan, Fresh Step wanted to drive more users to join and participate in the loyalty program.

The Project

Re-examining the fresh-step marketing segments and developing new personas gave us the direction to re-address the needs of customers by providing an updated visual direction, as well as new content ideas. Reviews of the customer care feedback gave us insights as to where users were having difficulties with redeeming loyalty program points and using the applications.

The Solution

The evaluation of the Fresh Step content assets led to the decision to re-integrate their loyalty program site with their product information, providing a cohesive customer experience. Extensive reviews of customer care feedback information helped us update the transaction engine to better serve the customers needs for finding loyalty point totals, smoother redemption processes, and account management screens.