Gift card management system. Monitor & report gift cards from one place.
Role
Senior Product Designer
Company
Gift Card Exchange
Project duration
March 2024 (4 weeks)
I. Project Overview
Gift Tracker (My Gifts) is a digital gift management system designed to optimise the process of sending, tracking, and managing gift cards. This tool aims to enhance user experience by providing transparency and control over the lifecycle of gift cards, from sending to acceptance.
My Role
I led the research, user testing, and design for the gift management system. During the early ideation stage and throughout the project, I collaborated closely with product managers, developers, and stakeholders.
The Problem
Gift card management is often confusing and lacks transparency. Gift Tracker (My Gifts) tackles this by creating a simple system to track and manage gift cards from sending to acceptance.
01. Unclear gift card status
02. Statuses hidden in “My Account.”
03. No way to track the process.
04. PDF templates are hard to manage.
05. The process feels disjointed.
The Solution
A tool to help gift card management, offering a clear tracking system and better control for users.
01. Tracks gift cards from sent to accepted.
02. Relocate statuses to Gift Tracker.
03. Gives real-time updates.
04. Simplifies PDF template management.
II. Design Process
Research
After researching various methods for tracking gift cards among our competitors, I found that Prezzee offers the closest equivalent to a gift tracker. However, their system requires a manual approach.
1. You must locate your order number.
2. Manually enter it into an input field and then be directed to the order page to view the details of that specific card.
Unfortunately, this manual method does not provide an overview of all your gift cards, limiting visibility to one card at a time.
Competitor research
The strategy
I needed to design a user friendly dashboard where users can view all their sent gift cards, their statuses, and quick actions like resending and editing, ensuring users can track the status of their gift cards in real-time, seeing if they have been sent, received, scheduled and whether they have been accepted or not.
The system updates statuses at key stages.
Downloads, Scheduled, Not opened and Accepted
Status states
Downloads (PDFs)
Allow users to manage and download their PDF templates. The user also had the option to manually update the status which would move it to the the not opened state until it was accepted.
Download state for PDFs
Scheduled
Allow users to view and edit their scheduled gift cards.
Scheduled state
Not opened
If a gift card was initially not received or accepted, the sender can resend it through the system without the need for creating a new card.
Not opened state
Accepted
Recipients could confirm the acceptance of the gift card, providing peace of mind to the sender.
Accepted state
Reclaim business feature
I designed a slolution allowing businesses to retrieve unused gift cards. This feature was only accessible once the business completed a verification process via a form.
Once the gift card was reclaimed the user would be credited GCX credits.
Reclaim state
User Testing
I started user testing to address any pain points the user might encounter.
A group of 10 participants were selected to test the prototype, each of which had prior use of the website.
The task was to purchase PDF gift cards (physical gift cards) and update the status accordingly. They needed to clearly verbalise their thoughts and observations while navigating through the process.
Unmoderated user testing – 10 participants
User testing tasks:
1. The user had to purchase PDF gift cards that they would print out.
2. The user needed to print the PDF gift cards and then update the status.
3. Assess the user revisiting the gift tracking page 7 days after the purchase of the original gift cards and valuate the status of their gift card.
4. Review the status of the gift cards and assess what they believe is happening with each gift card.
All participants understood the tasks and how to monitor the status of their gift cards. Overall it was well received and feedback was very positive.
User testing flow
User testing results
III. Final Designs
IV. Outcome
Gift Tracker not only simplifies the act of gifting but also provides a significant tool for businesses to manage their gift card inventory more efficiently.
By offering visibility and control, it enhances the gift card experience, making it reliable and worry free for both individual users and businesses.
Reclaim Feature for Businesses.
Did you know…
35%
of business campaigns result in wastage of gift cards never seeing the light of day.
The reclaim function allows businesses to manage their finances more effectively by reclaiming the value of unused gift cards back into GCX Credits.
