Iran Mall – Loyalty Program Design

PROBLEM & USER NEEDS

Iran Mall wanted to build a comprehensive loyalty program to increase customer engagement and retention.
 Key user and business needs included:A clear, rewarding system for loyal customersMotivation through gamification and tiered benefitsFlexible ways to earn points beyond just purchasesScalability for future features and growth

SOLUTION

Through research and collaborative ideation, we defined and mapped the user journey and designed a tier-based loyalty system with the following core features:

Membership registration and physical/digital

membership cardsThree membership levels: Silver, Gold, and PlatinumBenefits: Exclusive discounts, reward points, prize draws, and card upgradesPoint earning mechanisms:Earn points based on the value of purchasesInvite friends and receive referral pointsSolve puzzles and earn points through gamified challenges in the appAll flows were mapped in Figma, with a scalable structure to add more features after launch based on user feedback.

OUTCOME

The loyalty program design established a strong foundation for long-term customer engagement:Clear and motivating user flow designed with future feature expansion in mindMultiple point-earning options increased user interaction and retention potentialProgram launch prepared with flexibility for iterative improvements post-app testing