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LNER validates loyalty proposition, rapidly and remotely
The Challenge
The Challenge
In April 2020, we partnered with LNER to help design a new loyalty proposition for their customers. LNER�s ambition for the loyalty programme was to increase customer retention, drive brand engagement and advocacy as well as increase adoption of the LNER app. Ultimately LNER wanted to develop a more personalised relationship with their customers, providing them with genuine value at the point of transaction, and we worked with them to achieve that ambition.
In April 2020, we partnered with LNER to help design a new loyalty proposition for their customers. LNER�s ambition for the loyalty programme was to increase customer retention, drive brand engagement and advocacy as well as increase adoption of the LNER app. Ultimately LNER wanted to develop a more personalised relationship with their customers, providing them with genuine value at the point of transaction, and we worked with them to achieve that ambition.
WHAT WE DELIVERED
Best Practice & Governance
Digital Strategy Consulting
Digital Roadmap Development
Experience Optimisation
What we did
What we did
Facilitated remote ideation sessions and workshops with key stakeholders, getting them to share their own ideas and vision, collaborate with each other and buy into concepts together
Conducted user research with customers to validate concepts and test prototypes remotely with participants all over the country
Created and updated visual designs, incorporating feedback and ideas from the user research
In designing the user interface for the app, we worked with the new global brand creative and provided pixel perfect designs for developers to build
Collaborated with other external LNER teams including their branding and app development agencies, bringing everyone along the journey
As a high performing team, we formed a great relationship with LNER from the start, working together as one. We worked seamlessly, efficiently and delivered LNERs objectives in under 5 weeks, as promised.
We worked on making the process of earning loyalty an effortless and delightful experience for the LNER customer. This meant exploring multiple ways to earn and use rewards including the introduction of gamification techniques.
All achieved while being fully remote during lockdown
Facilitated remote ideation sessions and workshops with key stakeholders, getting them to share their own ideas and vision, collaborate with each other and buy into concepts together
Conducted user research with customers to validate concepts and test prototypes remotely with participants all over the country
Created and updated visual designs, incorporating feedback and ideas from the user research
In designing the user interface for the app, we worked with the new global brand creative and provided pixel perfect designs for developers to build
Collaborated with other external LNER teams including their branding and app development agencies, bringing everyone along the journey
As a high performing team, we formed a great relationship with LNER from the start, working together as one. We worked seamlessly, efficiently and delivered LNERs objectives in under 5 weeks, as promised.
We worked on making the process of earning loyalty an effortless and delightful experience for the LNER customer. This meant exploring multiple ways to earn and use rewards including the introduction of gamification techniques.
All achieved while being fully remote during lockdown
The Results
The Results
We delivered a comprehensive spec of how loyalty will be integrated into the mobile app, detailing the interaction and functionality through an annotated and clickable design prototype. Throughout the design sprints we formed a close relationship with the development team, bringing them on the journey with the UX & design teams, and working together. We delivered outputs that were helpful to the development team, ensuring a smooth handover into the build phase.
The delivery of this project was done without ever meeting the client in person, due to the Covid-19 pandemic! We are now one of LNER's ongoing consultancy partners, focused on helping them achieve continuing success.
We delivered a comprehensive spec of how loyalty will be integrated into the mobile app, detailing the interaction and functionality through an annotated and clickable design prototype. Throughout the design sprints we formed a close relationship with the development team, bringing them on the journey with the UX & design teams, and working together. We delivered outputs that were helpful to the development team, ensuring a smooth handover into the build phase.
The delivery of this project was done without ever meeting the client in person, due to the Covid-19 pandemic! We are now one of LNER's ongoing consultancy partners, focused on helping them achieve continuing success.
The team at Inviqa have been fantastic to work with. The whole project was run remotely and the team made great use of online collaboration tools and kept the sessions really engaging. They worked closely with our in house design studio, and with our other digital suppliers - they really did feel like an extension of our team.
Caroline Littler , loyalty development manager, LNER
The team at Inviqa have been fantastic to work with. The whole project was run remotely and the team made great use of online collaboration tools and kept the sessions really engaging. They worked closely with our in house design studio, and with our other digital suppliers - they really did feel like an extension of our team.
Caroline Littler , loyalty development manager, LNER
The team at Inviqa have been fantastic to work with. The whole project was run remotely and the team made great use of online collaboration tools and kept the sessions really engaging. They worked closely with our in house design studio, and with our other digital suppliers - they really did feel like an extension of our team.
Caroline Littler , loyalty development manager, LNER
The team at Inviqa have been fantastic to work with. The whole project was run remotely and the team made great use of online collaboration tools and kept the sessions really engaging. They worked closely with our in house design studio, and with our other digital suppliers - they really did feel like an extension of our team.
Caroline Littler , loyalty development manager, LNER
The team at Inviqa have been fantastic to work with. The whole project was run remotely and the team made great use of online collaboration tools and kept the sessions really engaging. They worked closely with our in house design studio, and with our other digital suppliers - they really did feel like an extension of our team.
Caroline Littler , loyalty development manager, LNER
The team at Inviqa have been fantastic to work with. The whole project was run remotely and the team made great use of online collaboration tools and kept the sessions really engaging. They worked closely with our in house design studio, and with our other digital suppliers - they really did feel like an extension of our team.
Caroline Littler , loyalty development manager, LNER
The team at Inviqa have been fantastic to work with. The whole project was run remotely and the team made great use of online collaboration tools and kept the sessions really engaging. They worked closely with our in house design studio, and with our other digital suppliers - they really did feel like an extension of our team.
Caroline Littler , loyalty development manager, LNER
The team at Inviqa have been fantastic to work with. The whole project was run remotely and the team made great use of online collaboration tools and kept the sessions really engaging. They worked closely with our in house design studio, and with our other digital suppliers - they really did feel like an extension of our team.
Caroline Littler , loyalty development manager, LNER
The team at Inviqa have been fantastic to work with. The whole project was run remotely and the team made great use of online collaboration tools and kept the sessions really engaging. They worked closely with our in house design studio, and with our other digital suppliers - they really did feel like an extension of our team.
Caroline Littler , loyalty development manager, LNER
The team at Inviqa have been fantastic to work with. The whole project was run remotely and the team made great use of online collaboration tools and kept the sessions really engaging. They worked closely with our in house design studio, and with our other digital suppliers - they really did feel like an extension of our team.
Caroline Littler , loyalty development manager, LNER
The team at Inviqa have been fantastic to work with. The whole project was run remotely and the team made great use of online collaboration tools and kept the sessions really engaging. They worked closely with our in house design studio, and with our other digital suppliers - they really did feel like an extension of our team.
Caroline Littler , loyalty development manager, LNER
The team at Inviqa have been fantastic to work with. The whole project was run remotely and the team made great use of online collaboration tools and kept the sessions really engaging. They worked closely with our in house design studio, and with our other digital suppliers - they really did feel like an extension of our team.
Caroline Littler , loyalty development manager, LNER
The team at Inviqa have been fantastic to work with. The whole project was run remotely and the team made great use of online collaboration tools and kept the sessions really engaging. They worked closely with our in house design studio, and with our other digital suppliers - they really did feel like an extension of our team.
Caroline Littler , loyalty development manager, LNER
The team at Inviqa have been fantastic to work with. The whole project was run remotely and the team made great use of online collaboration tools and kept the sessions really engaging. They worked closely with our in house design studio, and with our other digital suppliers - they really did feel like an extension of our team.
Caroline Littler , loyalty development manager, LNER
The team at Inviqa have been fantastic to work with. The whole project was run remotely and the team made great use of online collaboration tools and kept the sessions really engaging. They worked closely with our in house design studio, and with our other digital suppliers - they really did feel like an extension of our team.
Caroline Littler , loyalty development manager, LNER
The team at Inviqa have been fantastic to work with. The whole project was run remotely and the team made great use of online collaboration tools and kept the sessions really engaging. They worked closely with our in house design studio, and with our other digital suppliers - they really did feel like an extension of our team.
Caroline Littler , loyalty development manager, LNER
