Re-imagining Expedia's global loyalty programme

An iterative, customer-led apiproach to redefining a global loyalty programme, based on in-depth interviews with 68 people in Tokyo, Singapore, London, New York and Toronto about their travelling behaviours and Expedia's loyalty programme.

Achievements

  • Loyalty programme playbook for the wider Expedia team
  • Brand development including custom font, customer icon set, design language and ruleset, and interface components
  • A more appealing and relevant programme for new and existing customers
  • A new qualitative insight-based way of working for Expedia
Re-imagining Expedia's global loyalty programme
Re-imagining Expedia's global loyalty programme
Workshops and ideation sessions with stakeholders
Workshops and ideation sessions with stakeholders
Depth interviews with 68 people in APAC and the US
Delivering a comprehesive brand book
Delivering a comprehesive brand book