Driving customer engagment through a new incentive program

Challenge

The bespoke incentive program didn’t scale with SMB customers

The existing incentive programs were bespoke and lived outside the platform. The commerical team needed to work with each customer to set up the program, which was time-consuming. To scale the increasing number of SMB customers, we needed an incentive program that was standardized and accessible.

Approach

Mapping the content

To bring the new incentive program to the platform, I envisioned a new section called "Payments Center" and created a basic information architecture.

Based on the IA, I also drafted some high-level mockups and shared my vision with the product team for alignment.

Total credits

The new program offers two types of incentives: credits and rewards. Credits are redeemed via offer codes and are immediately available, while rewards accumulate based on spend. I first showed credits and rewards separately, but soon realized this approach didn't resonate well. As a result, I combined the two numbers into one. This made the total credit number easier to understand and scan, and reduced learning curve as customers didn't have to remember the difference between credits and rewards.

Reward tiers

As customers spend more with Quantcast, they receive credits based on their spend. After they have spent a certain amount, they move up through reward tiers, unlocking higher levels of return. I explored multiple designs and layouts for this experience. The goal was to create a design that was clear, encouraging, and visaully appealing.

Active credits and transaction history

Credits expire if not used. I desgined the experience to help customers track their credits and expiration dates. I also designed the activity log to show all credit activities, including earning, spending, and expiration.

Credit toggle

After earning credits, customers can spend them in their ad sets Although the component was a simple “on/off" toggle, I needed ensure it fit naturally into the workflow. I explored different positions for the toggle and shared my ideas with the product team for alignment. The final design balanced between visibility, customers’workflow, and the existing UI pattern.

Hiding vs. disabling unavailable settings

Credits were not compatible with certain ad set settings. At first, I wasn’t sure whether to hide these unavailable settings or display them as disabled. Looking through the platform, I noticed both approaches were used in the past. This revealed the need for a clear, consistent pattern to create a better user experience.

After researching and discussing with the product team, I established the following guiding principles and documented them in the design system for future reference.