Under NDA
Turning Customer Content Into Business Growth
Introduced reward linked engagement that transforms authentic customer stories into promotional opportunities for small businesses, building loyalty through reciprocal value.
Complete Rebuilt
MVP
Complete Rebuilt
MVP
Feature redesign
MVP
Under NDA
Turning Customer Content Into Business Growth
Introduced reward linked engagement that transforms authentic customer stories into promotional opportunities for small businesses, building loyalty through reciprocal value.
Complete Rebuilt
MVP
Complete Rebuilt
MVP
Feature redesign
MVP
Role
Role
Product Designer
Product Designer
Year
2025
2025
Team
CEO
Product Designer
1 FE and 1 BE Engineer
My Impact
End- End Design
Future Vision Development
Handling edge cases
Team
CEO
Product Designer
UX/ UI Designer
1 FE and 1 BE Engineer
My Impact
End- End Design
Future Vision Development
Handling edge cases
Overview
Connecting Content With Rewards To Drive Business Growth
Connecting Content With Rewards To Drive Business Growth
As part of Nombolo's broader platform redesign, this case study focuses on redesigning the content-reward connection, transforming user engagement into sustainable business growth.
As part of Nombolo's broader platform redesign, this case study focuses on redesigning the content-reward connection, transforming user engagement into sustainable business growth.
The Challenge
The Challenge
As we redesigned Nombolo's loyalty experience, we gathered feedback from both businesses and customers. The insights revealed 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 revealed that businesses wanted more than just stamp cards, they specifically asked for coupons to run targeted campaigns for their customers.
"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
"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
" 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."
research
research
Learning From Established Platforms
Learning From Established Platforms
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 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.
Key Patterns
Key Patterns
Key Patterns
Reddit Awards: Encourages engagement by letting users reward posts and comments, strengthening community participation.
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.
YouTube’s “Thanks” Feature: Allows viewers to support creators directly, rewarding meaningful content with recognition and value.
I adapted this proven pattern to Nombolo by connecting customer posts (Asks) about businesses with coupon rewards, there by aligning user engagement with small business support.
I adapted this proven pattern to Nombolo by connecting customer posts (Asks) about businesses with coupon rewards, there by aligning user engagement with small business support.
Solution
Solution
Rewarding Authentic Customer Stories
Rewarding Authentic Customer Stories
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.
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.
To amplify participation, we designed a system where businesses could reward customers directly for their Asks and Posts, transforming engagement into a growth loop.
Rewarding Asks
Rewarding Asks
Turning Customer Advocacy Into Celebrated Storytelling
Turning Questions Into Valued Connections
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.
Rewarding Posts
Rewarding Posts
Turning Customer Advocacy Into Celebrated Storytelling
Turning Customer Advocacy Into Celebrated Storytelling
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.
Rewarding Comments
Extending Recognition Beyond Posts
Our CEO identified an opportunity to extend the reward system beyond posts to include comments. Working together, we designed a feature where businesses can reward thoughtful responses and helpful answers to other customers, creating multiple touchpoints for genuine connection throughout the platform.
This encourages not just content creation but meaningful conversation, building community around local businesses.
Rewarding Comments
Extending Recognition Beyond Posts
Our CEO identified an opportunity to extend the reward system beyond posts to include comments. Working together, we designed a feature where businesses can reward thoughtful responses and helpful answers to other customers, creating multiple touchpoints for genuine connection throughout the platform.
This encourages not just content creation but meaningful conversation, building community around local businesses.
RECEIVING REWARDS
Seamless Coupon Delivery
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.
This frictionless delivery ensures rewards feel like recognition, not transactions, encouraging continued engagement.
Receiving coupon through push notification
Receiving coupon through in app notification
Receiving coupon through in app notification
RECEIVING REWARDS
Seamless Coupon Delivery
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.
This frictionless delivery ensures rewards feel like recognition, not transactions, encouraging continued engagement.
Receiving coupon through push notification
Receiving coupon through push notification
Receiving coupon through in app notification
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.
Receiving coupon through push notification
Receiving coupon through in app notification
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.
GUIDANCE TOOLS
Onboarding New Functionality
Since this introduced new functionality, I designed contextual tooltips to guide merchants & customers through the feature. The flow 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.
GUIDANCE TOOLS
Onboarding New Functionality
Since this introduced new functionality, I designed contextual tooltips to guide merchants & customers through the feature. The flow 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.
OUTCOMES
Validated Core Assumptions Through User Feedback
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.
OUTCOMES
Validated Core Assumptions Through User Feedback
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.
Early Validation:
Early Validation:
Businesses expressed excitement about personal engagement: "This feels more personal than just posting discount"
Businesses expressed excitement about personal engagement: "This feels more personal than just posting discount"
Customers felt motivated by visibility: "I actually want to post now because I know the business might notice"
Customers felt motivated by visibility: "I actually want to post now because I know the business might notice"
Direct reward capabilities validated as key differentiator
Direct reward capabilities validated as key differentiator
"This feels more personal than just posting discounts."
"This feels more personal than just posting discounts."
"This feels more personal than just posting discounts."
Feedback from one of the potential businesses
"I actually want to post now because I know the business might notice"
"I actually want to post now because I know the business might notice"
Feedback from a customer
Success Metrics
Success Metrics
Since we're in MVP/beta stage with businesses trying the platform at no cost, ROI is being measured through early engagement indicators rather than direct revenue
Since we're in MVP/beta stage with businesses trying the platform at no cost, ROI is being measured through early engagement indicators rather than direct revenue
Content creation frequency
Content creation frequency
Business response rates
Coupon redemption rates
Coupon redemption rates
User return visits
User return visits
Future Planning
Future Planning
As we move to paid subscriptions, we'll track paid conversions and revenue impact to measure long-term business value.
As we move to paid subscriptions, we'll track paid conversions and revenue impact to measure long-term business value.