# Re-imagining Expedia's global loyalty programme

**Company:** Expedia
**Timeline:** 2017 - 6 weeks
**Contributions:** Product design, user research and brand development

> An iterative, customer-led approach 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 relationship with Expedia.

Canonical: https://www.iamtomwhite.co.uk/work/expedia

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](https://www.iamtomwhite.co.uk/images/expedia-1.png)
![Workshops and ideation sessions with stakeholders](https://www.iamtomwhite.co.uk/images/expedia-2.png)
[Video: Depth interviews with 68 people in APAC and the US](https://www.iamtomwhite.co.uk/images/expedia-testing.mp4)
![Delivering a comprehesive brand book ](https://www.iamtomwhite.co.uk/images/expedia-3.png)