Under NDA
Leveraging User Generated Content(UGC) to Connect Content with Rewards
Introduced coupons and reward-linked engagement to transform asks and posts into meaningful interactions that support small businesses and drive customer loyalty.
Complete Rebuilt
MVP
Complete Rebuilt
MVP
Complete Rebuilt
Complete Rebuilt
MVP
MVP
Feature redesign
MVP
Under NDA
Leveraging User Generated Content(UGC) to Connect Content with Rewards
Introduced coupons and reward-linked engagement to transform asks and posts into meaningful interactions that support small businesses and drive customer loyalty.
Complete Rebuilt
MVP
Complete Rebuilt
MVP
Complete Rebuilt
MVP
Feature redesign
MVP
Under NDA
Leveraging User Generated Content(UGC) to Connect Content with Rewards
Introduced coupons and reward-linked engagement to transform asks and posts into meaningful interactions that support small businesses and drive customer loyalty.
Complete Rebuilt
MVP
Complete Rebuilt
MVP
Complete Rebuilt
MVP
Feature redesign
MVP
Role
Role
Role
Product Designer
Product Designer
Product Designer
UX/ UI Designer
UX/ UI Designer
UX/ UI Designer
Year
Year
2025
2025
2025
Team
Team
Team
CEO
CEO
CEO
Product Designer
Product Designer
Product Designer
UX/ UI Designer
UX/ UI Designer
UX/ UI Designer
1 FE and 1 BE Engineer
1 FE and 1 BE Engineer
1 FE and 1 BE Engineer
My Impact
My Impact
My Impact
End- End Design
End- End Design
End- End Design
Future Vision Development
Future Vision Development
Future Vision Development
Handling edge cases
Handling edge cases
Handling edge cases
Context
Context
Context
As part of Nombolo's broader platform redesign, this case study focuses on redesigning the content-reward connection that transforms user engagement into sustainable business growth.
As part of Nombolo's broader platform redesign, this case study focuses on redesigning the content-reward connection that transforms user engagement into sustainable business growth.
As part of Nombolo's broader platform redesign, this case study focuses on redesigning the content-reward connection that transforms user engagement into sustainable business growth.
The Challenge
The Challenge
The Challenge
As we redesigned Nombolo’s loyalty experience, we gathered feedback from both businesses and customers. The insights showed that businesses wanted more than just stamp cards—they specifically asked for coupons to run targeted campaigns for their customers.
As we redesigned Nombolo’s loyalty experience, we gathered feedback from both businesses and customers. The insights showed that businesses wanted more than just stamp cards—they specifically asked for coupons to run targeted campaigns for their customers.
As we redesigned Nombolo’s loyalty experience, we gathered feedback from both businesses and customers. The insights showed that businesses wanted more than just stamp cards—they specifically asked for coupons to run targeted campaigns for their customers.
THE RESEARCH
Measuring Success in MVP Stage
Since we're in the MVP and beta stage, businesses are trying the platform at no cost, so ROI is being measured through early engagement indicators rather than direct revenue.
"We prefer coupons so we can target specific customers"
"We prefer coupons so we can target specific customers"
"We prefer coupons so we can target specific customers"
Businesses when asked about
why do they need coupons
Businesses when asked about
why do they need coupons
Businesses when asked about
why do they need coupons
"Why should we post about a business? What's in it for us?"
"Why should we post about a business? What's in it for us?"
"Why should we post about a business? What's in it for us?"
Customers when asked about
what drives them to post about businesses
Customers when asked about
what drives them to post about businesses
Customers when asked about
what drives them to post about businesses
Despite their different perspectives, both businesses and customers wanted the same thing - a clear, fair value exchange for authentic content.
Despite their different perspectives, both businesses and customers wanted the same thing - a clear, fair value exchange for authentic content.
Despite their different perspectives, both businesses and customers wanted the same thing - a clear, fair value exchange for authentic content.
Key Finding
Key Finding
Key Finding
research
research
Inspiration
Inspiration
Inspiration
I drew inspiration from platforms like YouTube and Reddit, where rewarding content is an established behavior. YouTube’s “Thanks” and Reddit’s awards demonstrate how recognition and tangible rewards motivate users to contribute more authentically. I adapted this proven pattern to Nombolo by connecting asks and posts with coupons, aligning user engagement with small business support.
Reddit Awards: Encourages engagement by letting users reward posts and comments, strengthening community participation.
YouTube’s “Thanks” Feature: Allows viewers to support creators directly, rewarding meaningful content with recognition and value.
I drew inspiration from platforms like YouTube and Reddit, where rewarding content is an established behavior. YouTube’s “Thanks” and Reddit’s awards demonstrate how recognition and tangible rewards motivate users to contribute more authentically. I adapted this proven pattern to Nombolo by connecting asks and posts with coupons, aligning user engagement with small business support.
Reddit Awards: Encourages engagement by letting users reward posts and comments, strengthening community participation.
YouTube’s “Thanks” Feature: Allows viewers to support creators directly, rewarding meaningful content with recognition and value.
I drew inspiration from platforms like YouTube and Reddit, where rewarding content is an established behavior. YouTube’s “Thanks” and Reddit’s awards demonstrate how recognition and tangible rewards motivate users to contribute more authentically. I adapted this proven pattern to Nombolo by connecting asks and posts with coupons, aligning user engagement with small business support.
Reddit Awards: Encourages engagement by letting users reward posts and comments, strengthening community participation.
YouTube’s “Thanks” Feature: Allows viewers to support creators directly, rewarding meaningful content with recognition and value.
Solution
Solution
Solution
The New Experience
The New Experience
The New Experience
Reimagining these experiences meant customers could share authentic experiences about the businesses they visited—like food trucks and local shops. Instead of expensive ad campaigns, businesses could leverage this word-of-mouth content to promote themselves. To amplify participation, we designed a system where businesses could reward customers directly for their Asks and Posts, transforming engagement into a growth loop.
Reimagining these experiences meant customers could share authentic experiences about the businesses they visited—like food trucks and local shops. Instead of expensive ad campaigns, businesses could leverage this word-of-mouth content to promote themselves. To amplify participation, we designed a system where businesses could reward customers directly for their Asks and Posts, transforming engagement into a growth loop.
Reimagining these experiences meant customers could share authentic experiences about the businesses they visited—like food trucks and local shops. Instead of expensive ad campaigns, businesses could leverage this word-of-mouth content to promote themselves. To amplify participation, we designed a system where businesses could reward customers directly for their Asks and Posts, transforming engagement into a growth loop.
Merchant flow
Merchant flow
Merchant flow
Rewarding Asks
Rewarding Asks
Businesses can create targeted question prompts or respond directly to customer questions. For example, when a customer new to a food truck asks "How is the food at this food truck?", businesses can reply with personalized recommendations while sending a coupon to invite them to try it. This allows businesses to gather specific testimonials and feedback that aligns with their marketing goals, while creating a genuine sense of care and personal connection for the user.
Businesses can create targeted question prompts or respond directly to customer questions. For example, when a customer new to a food truck asks "How is the food at this food truck?", businesses can reply with personalized recommendations while sending a coupon to invite them to try it. This allows businesses to gather specific testimonials and feedback that aligns with their marketing goals, while creating a genuine sense of care and personal connection for the user.
Merchant flow
Rewarding Asks
Businesses can create targeted question prompts or respond directly to customer questions. For example, when a customer new to a food truck asks "How is the food at this food truck?", businesses can reply with personalized recommendations while sending a coupon to invite them to try it. This allows businesses to gather specific testimonials and feedback that aligns with their marketing goals, while creating a genuine sense of care and personal connection for the user.
Merchant flow
Merchant flow
Merchant flow
Rewarding Posts
Rewarding Posts
Users create short videos sharing authentic experiences and can earn rewards based on content quality and business appreciation.
But beyond the tangible benefits, businesses can acknowledge great posts with personal thank-you messages alongside rewards, creating a sense of recognition and community.
This turns customer advocacy into celebrated storytelling, where users feel their experiences truly matter to the businesses they support.
Users create short videos sharing authentic experiences and can earn rewards based on content quality and business appreciation.
But beyond the tangible benefits, businesses can acknowledge great posts with personal thank-you messages alongside rewards, creating a sense of recognition and community.
This turns customer advocacy into celebrated storytelling, where users feel their experiences truly matter to the businesses they support.
Merchant flow
Rewarding Posts
Users create short videos sharing authentic experiences and can earn rewards based on content quality and business appreciation.
But beyond the tangible benefits, businesses can acknowledge great posts with personal thank-you messages alongside rewards, creating a sense of recognition and community.
This turns customer advocacy into celebrated storytelling, where users feel their experiences truly matter to the businesses they support.
Merchant flow
Merchant flow
Merchant flow
Rewarding Comments
Rewarding Comments
Our CEO identified an opportunity to extend the reward system beyond posts and asks to include comments. Working together, we designed a feature where businesses can reward thoughtful responses, helpful answers to other customers, creating multiple touch points for genuine connection throughout the platform.
Our CEO identified an opportunity to extend the reward system beyond posts and asks to include comments. Working together, we designed a feature where businesses can reward thoughtful responses, helpful answers to other customers, creating multiple touch points for genuine connection throughout the platform.
Merchant flow
Rewarding Comments
Our CEO identified an opportunity to extend the reward system beyond posts and asks to include comments. Working together, we designed a feature where businesses can reward thoughtful responses, helpful answers to other customers, creating multiple touch points for genuine connection throughout the platform.
Customer flow
Customer flow
Receiving Coupons
Receiving Coupons
Customers receive coupons through push notifications, in-app alerts, or silent delivery depending on the context. Unused coupons are automatically saved in their wallet under the respective business for future use.
Customers receive coupons through push notifications, in-app alerts, or silent delivery depending on the context. Unused coupons are automatically saved in their wallet under the respective business for future use.
Customer flow
Receiving Coupons
Customers receive coupons through push notifications, in-app alerts, or silent delivery depending on the context. Unused coupons are automatically saved in their wallet under the respective business for future use.
Customer flow
Receiving Coupons
Customers receive coupons through push notifications, in-app alerts, or silent delivery depending on the context. Unused coupons are automatically saved in their wallet under the respective business for future use.
Customer flow
Receiving Coupons
Customers receive coupons through push notifications, in-app alerts, or silent delivery depending on the context. Unused coupons are automatically saved in their wallet under the respective business for future use.
Merchant flow
Rewarding Posts
Users create short videos sharing authentic experiences and can earn rewards based on content quality and business appreciation.
But beyond the tangible benefits, businesses can acknowledge great posts with personal thank-you messages alongside rewards, creating a sense of recognition and community.
This turns customer advocacy into celebrated storytelling, where users feel their experiences truly matter to the businesses they support.
Merchant flow
Rewarding Comments
Our CEO identified an opportunity to extend the reward system beyond posts and asks to include comments. Working together, we designed a feature where businesses can reward thoughtful responses, helpful answers to other customers, creating multiple touch points for genuine connection throughout the platform.
Customer flow
Receiving Coupons
Customers receive coupons through push notifications, in-app alerts, or silent delivery depending on the context. Unused coupons are automatically saved in their wallet under the respective business for future use.
Merchant flow
Merchant flow
Guidance Tools
Since this introduced new functionality, I designed contextual tooltips to guide merchants & customers through the feature. The flow below demonstrates how businesses navigate this new experience.
Merchant flow
Rewarding Asks
Businesses can create targeted question prompts or respond directly to customer questions. For example, when a customer new to a food truck asks "How is the food at this food truck?", businesses can reply with personalized recommendations while sending a coupon to invite them to try it.
This allows businesses to gather specific testimonials and feedback that aligns with their marketing goals, while creating a genuine sense of care and personal connection for the user.
Merchant flow
Rewarding Posts
Users create short videos sharing authentic experiences and can earn rewards based on content quality and business appreciation.
But beyond the tangible benefits, businesses can acknowledge great posts with personal thank-you messages alongside rewards, creating a sense of recognition and community.
This turns customer advocacy into celebrated storytelling, where users feel their experiences truly matter to the businesses they support.
Merchant flow
Rewarding Comments
Our CEO identified an opportunity to extend the reward system beyond posts and asks to include comments. Working together, we designed a feature where businesses can reward thoughtful responses, helpful answers to other customers, creating multiple touch points for genuine connection throughout the platform.
Customer flow
Receiving Coupons
Customers receive coupons through push notifications, in-app alerts, or silent delivery depending on the context. Unused coupons are automatically saved in their wallet under the respective business for future use.
Merchant flow
Guidance Tools
Since this introduced new functionality, I designed contextual tooltips to guide merchants & customers through the feature. The flow below demonstrates how businesses navigate this new experience.
Merchant flow
Rewarding Asks
Businesses can create targeted question prompts or respond directly to customer questions. For example, when a customer new to a food truck asks "How is the food at this food truck?", businesses can reply with personalized recommendations while sending a coupon to invite them to try it.
This allows businesses to gather specific testimonials and feedback that aligns with their marketing goals, while creating a genuine sense of care and personal connection for the user.
what we acieved
what we acieved
Direct User Feedback Validated Core Assumptions
User testing with businesses revealed strong enthusiasm for direct customer reward capabilities and more personal engagement tools. Customers showed increased motivation to create content when they understood businesses would actively engage with their posts.
what we acieved
Direct User Feedback Validated Core Assumptions
User testing with businesses revealed strong enthusiasm for direct customer reward capabilities and more personal engagement tools. Customers showed increased motivation to create content when they understood businesses would actively engage with their posts.
"This feels more personal than just posting discounts."
"This feels more personal than just posting discounts."
Feedback from one of the potential businesses
Feedback from one of the potential businesses
"I actually want to post now because I know the business might notice."
Feedback from a customer
Feedback from a customer
Measuring Success in MVP Stage
Since we're in the MVP and beta stage, businesses are trying the platform at no cost, so ROI is being measured through early engagement indicators rather than direct revenue.
Measuring Success in MVP Stage
Since we're in the MVP and beta stage, businesses are trying the platform at no cost, so ROI is being measured through early engagement indicators rather than direct revenue.
Upcoming Features & Future Planning
As we move to paid subscriptions, we'll track paid conversions and revenue impact.
Upcoming Features & Future Planning
As we move to paid subscriptions, we'll track paid conversions and revenue impact.