Scotia Rewards
Rethinking the possibilities. 4 weeks, 30+ insights, 3 prototypes, and a +22% projected lift in redemption.
Overview
Scotiabank needed to reimagine their outdated rewards experience. This was a concept design sprint built around four phases: Align, Design, Critique, and Decide. I led the vision and execution, modernizing the interface, simplifying redemption, and creating a cleaner, faster, and more engaging platform that reflected what customers expect from a leading rewards program.
My Role
Executive Creative Director — Led product vision, design execution, and client collaboration
Team Size
6 Humans (Design, Research, Content, Strategy)
Tools Used
Sketch, InVision, Adobe CC, Jira, Slack
How do you transform a rewards program into a standout experience? In just four weeks, we leveraged a structured four-step method—Align, Design, Critique, Decide—to visualize new possibilities for Scotia Rewards. Fueled by 30+ user insights and grounded in platform data, our process sparked bold thinking and tangible solutions.
We combined user analytics, heatmaps, and behavioral data to pinpoint four core friction points in the current rewards platform. Competitive research guided our vision for future enhancements, while six detailed personas and real user stories kept our ideas grounded in empathy and relevance.
Each weekly cycle began with feature alignment sessions, where we translated key obstacles into 12+ “How Might We” prompts. These prompts became the foundation for purposeful ideation, helping the team stay focused on strategic and user-centered outcomes.
Guided by a blend of visual design, UX research, and product strategy, our cross-functional team developed three high-fidelity prototypes. We collaborated closely with stakeholders and ran two rounds of user testing to ensure the ideas were not only innovative—but also feasible and intuitive.
With team voting, stakeholder super-votes, and usability feedback from 12+ participants, we quickly learned which directions resonated and which needed refinement. Every iteration was shaped by real voices and validated insights.
As we wrapped the sprint, we presented polished concepts that introduced simplified redemption flows, personalized user journeys, and contextual education moments to build trust and transparency—setting the stage for further validation and phased rollout.
Results & Outcomes.
30+ user insights gathered
6 personas developed
3 high-fidelity prototypes delivered
12+ usability testing participants
+22% projected increase in redemption activity
Stakeholder Interviews
Low - High Fidelity Concepts
Rapid Prototypes
Usability Test Facilitation
Comms Planning
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